Business Profile

Computer Software Developers

Microsoft

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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

5,321 total complaints in the last 3 years.
2,111 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:06/29/2025
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 woke up today to find my Xbox account of 15 years+ has been permanently banned. I believe this to be unfair and unjust i have never committed anything wrong they claim that i have done. I have now lost everything on my account, ***** spent both with money and with my time. I need this action to be revoked as i have been unfairly banned and this has affected my mental health to a great ordeal as i used my xbox to get away from my problems which i now cant do.Xbox Gamertag : AE Melody email : ************************
Business Response
Date: 07/04/2025
Dear Robbie Sleath,
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. Your new case number is 7080537413.
We
will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/04/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23534275, and find that this resolution is satisfactory to me.

Sincerely,

Robbie Sleath
Initial Complaint
Date:06/24/2025
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.
Date of Transaction: June 18, 2025 Amount Paid: $159.00 Business Commitment: Microsoft committed to providing access to the Microsoft 365 Business Standard plan Nature of Dispute: I purchased a Microsoft 365 Business Standard subscription. After the purchase, I added my custom domain and that change changed my login email address. Since then, my account has shown as unlicensed despite full payment and I have been unable to use any of the Microsoft 365 services. I suspect the license lives under the original login that I no longer have access to. I contacted Microsoft support through chat on June 18 and was told to email ************************************************ for help within 2448 hours. I emailed on June 18, 20, and 24 with no response. I also emailed ********************************** on June 21 and 24. I messaged the Microsoft 365 ******** page on June 24 and initiated a second chat that same day. Still no resolution. Has the business tried to resolve the problem?No. Despite multiple attempts over several days, I have received no assistance or follow-up.Desired Resolution:I want Microsoft to locate my license and assign it to my current login or grant me access to the original tenant so I can assign it myself. I would like a dedicated support person to help with this. Additionally, I would like my first year of Microsoft 365 Business to be free due to the time lost and lack of support. I also request a refund for the Microsoft 365 Personal plan I paid for in April 2025, since I am upgrading to a Business plan.
Business Response
Date: 07/01/2025
Dear Amber Waugaman,
Thank
you for contacting Microsoft Corporation via the Better Business Bureau
regarding your grievance. We have contacted a senior member of our business
support to investigate this matter and work with you directly toward a
resolution. You will be contacted shortly through the contact information
provided.
We
will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/01/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23514142, and look forward to someone from Microsoft contacting me to resolve this.

Sincerely,

Amber Waugaman
Initial Complaint
Date:06/24/2025
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.
For the first time in history I had experienced real world power as it is an unlimited source of power exploited through my mind, body and soul. Several features regarding this experience was my discovery of telepathy, a new dynamic in quantum physics, ultimately metaphysics, by being able to host souls of the past and future. Unfortunately, I became a victim of defamed character and exploitation based on the awareness of my power in presence causing competitors to inflict harm by sending moments of attack and in acts of promotion to propaganda of **** culture. I was able to conquer another world through this source of power that lead to experiences of what officially opened a portal for rituals. My past memories was exploited, in my mind I had experienced **** from demonic forces, causing jolt like reactions that Im experiencing on occasions as the severity was worst beforehand. My telepathy was telecommunicated from the gaming system Xbox series x as this power was discovered while playing call of duty black ops 6. Ultimately I was embarrassed, attacked, defamed, exploited, and possibly framed for crimes that Im aware of but have no formal evidence of confirmation. Ive gone to experience ongoing effects as I believe my personal information has been tampered with regarding my social security office and potential business work with Microsoft office accounts. Also Ive experienced other gamers who replicate the same jolt like reaction who unanimously was unaware at that time of the harm that may occur because of my existence acknowledging them who they were or engaging in activity as a viewer or opponent in competition. I faced further health concerns regarding attacks directed at my heart, and disrupting sleep causing further depressions and signs of altering the mind to commit harm or suicide. I know businesses have been effected and work place discriminating my time from day to day activities. As well as several complications regarding my bank activities.
Business Response
Date: 06/30/2025
Dear **** *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We understand that the matters you've described are deeply personal and complex.
While we are committed to supporting our customers, the nature of your concerns, particularly those involving metaphysical experiences, health-related effects, and potential identity or account issues, extend beyond the scope of Microsoft Support.
For assistance with any potential compromise of your Microsoft account or ********************** services, please fully describe what you expect from us so we can further assist you.
If you believe your personal safety or well-being is at risk, we strongly encourage you to contact local authorities or a licensed mental health professional who can provide the appropriate care and support.
Please let us know if you need help navigating Microsofts support channels or have any product-specific questions we can assist with.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:06/23/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been banned for a year on one of my Xbox accounts. I have 2 1 year bans that I would like to be lifted off my account. I believe that the 1 year bans are unfair and a little too much. The account name is "Silvxerr".
Business Response
Date: 07/01/2025
Dear ****** *******,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your concern.

After thoroughly reviewing your complaint and the circumstances surrounding the suspension of the account associated with the gamertag Silvxerr, we regret to inform you that the suspension will remain in effect. The reasons for this action were previously communicated to you following your appeal through our Xbox support channel.

Please be advised that this decision represents our final resolution on the matter.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/02/2025

Complaint: 23509262

I am rejecting this response because:
I think that a 1 year suspension is a little bit harsh. I've learned my ****** from it and I really do enjoy playing xbox, I miss being able to join my friends and joining group posts and being able to play online with others in general. I apologize for my past actions that have caused the suspension. I'll try my hardest to abide by the xbox terms and conditions if i do get unsuspended. Please give me another chance.

Sincerely,

****** *******
Initial Complaint
Date:06/23/2025
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 initiated a return of a Microsoft Surface laptop well before the 60-day "no risk" window wherein Microsoft accepts returns for a full refund. My initial order was on April 5th, 2025 (order # **********) and I returned this laptop to Microsoft mid May. In fact, *** notes that Microsoft took possession of this laptop on May 12th. The tracking number on the *** return label was 1ZW8597X8933646747. Starting at about 2 weeks past the date they received my laptop, I still hadn't received a refund and began to contact Microsoft to inquire where my refund was. Their return policy states that refunds are processed within 3-5 days, so this was far too long already. Supposedly, my case has been referred to the ************************ but this department has never communicated with me and I have been denied a way to contact them. I have not received any communication from them. I have tried at least once weekly to speak with Microsoft and only ever get the answer that I will hear back. As of Friday last week (21 June 2025), my laptop was mailed back to my old house. I don't even live there anymore, but we still own it and my old neighbor has been keeping an eye on the place. She is the one who saw a package from Microsoft and told me it was there. I had her open it, and it contains my old laptop. I have spoken with Microsoft twice since then. On Friday, the supervisor at the live chat put me on hold for more than an hour without any communication. I eventually disconnected. Today, I spent another hour with their live chat and was told that I will be informed once they have an update. It has now been 6 weeks since they initially took possession of the laptop and we are no closer to resolution. I want my $2000!!!!!! My case # with Store Support is ********** Terms of sale: ***********************************************************************************
Customer Answer
Date: 06/30/2025
It appears that Microsoft has finally initiated the refund. The funds have not yet hit my bank, but I received notification from PayPal (the broker for the transaction) that Microsoft has initiated the refund. I'll let you know if there are any additional hiccups. Thanks for being the Better Business Bureau, with all the weight and respect that entails. Of course I could be wrong, but I strongly suspect that the reason I am finally getting my money back is because I reached out to you and began my complaint.

Keep up the good work protecting American consumers.
Initial Complaint
Date:06/22/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing a complaint regarding my Xbox Live account, which *** had since 2010. Recently, when I attempted to log in, I was prompted to use an alias email associated with my Microsoft account. Upon logging in with that alias, a completely new Xbox account was creatednone of my past purchases, game history, or gamer profile information appeared.Worse, when I tried logging in to my Xbox console using both my original and alias emails, I received errors. The ************************** account now shows a fresh profile, which does not match what is on my console. Im unsure if my original account was hacked, wiped, or mistakenly overridden, but all of my data appears to be gone. This includes over a decades worth of purchases.Ive reached out for help and spent over 4 hours speaking with two different Microsoft/Xbox support teams via chat, but no one has been able to recover my original account or explain what happened. When I added the alias email to my Microsoft account, the system stated it would be reflected across all Microsoft servicesincluding Xbox. It clearly has not.
Business Response
Date: 06/30/2025
Dear ***** ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding issues with your Xbox account. We have contacted a senior member of our Accounts Support Team to investigate this matter and work with you directly toward a resolution. Your new case number is 7080130609.
We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:06/22/2025
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.
So my account got hacked a year and a half ago and I have proof that im the owner of this account but they want things that are very stupid to get, they want card numbers that i have used on my xbox account before but the thing is they are all cancelled because the hackers had the information so we cancelled them to be extra careful, I even talked to a live representative and offered any other identity proof like new credit cards with the same cardholder name, drivers licenses, etc. but apparently they cant use that which is very infuriating, I have been a loyal customer to ********************** for over 10 years I have had that account, I had the account since I was EIGHT years old, im 20 now, and this is how they want to treat me? Dont even want to bother to try anything else or even take a look at way better ways i can use to identify myself like current cards I use, my SSN, or my drivers licenses? But want old cards that people may not have for various reasons? My cards were compromised I canceled them and DO NOT have them anymore.
Business Response
Date: 06/30/2025
Dear ****** *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.
Please visit ********************************** to provide information necessary to confirm you are the rightful owner of your Microsoft Account. This is the only method to regain account access. You can submit the form up to two times per day. Please try to submit information not previously provided.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:06/21/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Called extended warranty to repair/exchange Xbox x controller that came with the system. Advised that system did not have a controller associated with it when they showed that it should have, advised to call Microsoft, Microsoft offered to exchange controller with a limited edition after failing to contact me for a month. They sent a regular Xbox one controller to replace my Xbox x controller and told me that the limited edition controllers were out of stock. I asked if they could just send a regular Xbox x controller and was told they were also out of stock and he could not give me a lead time on when they would be in stock.
Business Response
Date: 06/30/2025
Dear Reuben Butler,

Thank you for contacting
Microsoft Corporation via the Better Business Bureau regarding your issue. We
understand your frustration about the current issue and want to make it right,
A senior member of our Customer Service and Support Team will investigate this
matter and contact you directly via email or phone call to work toward a
resolution. Your new case number is 7080112172.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 06/30/2025

Better Business Bureau:

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

Sincerely,

Reuben Butler
Initial Complaint
Date:06/21/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I got terminated on my xbox account. I find it unacceptable that I lost thousands of dollars with no remorse. Honestly feels like theft. I told the support team that I got hacked and someone put a bunch of gamer score on it. I even tried to contact the support before hand asking why i had so much gamerscore. its been almost 700 days and I'm still mad about what happened. even if its impossible for you guys to do anything all I wish for is for you guys to at least let me be able to get online in games. I lost so much money because I cant do so. with the cross progression and everything so I cant even use the stuff I spent my SAVINGS ON. I just feel like this is too much of a punishment against me for something I didn't even do. Im honestly disappointed because I loved xbox more then anything else just to get basically robbed for something I didnt do. Please I beg of you to at least think about this. My xbox username is idc man frfr. again please just look into it and give me a 2nd try because thousands of dollars gone like that Is outrageous to me.
Business Response
Date: 06/30/2025
Dear ***** *****,

Thank you for reaching out to Microsoft Corporation through the Better Business Bureau regarding your concern. After reviewing your complaint, we have determined that only the Xbox enforcement team can resolve this issue. Please contact them directly using the following link for assistance: ***************************************************;

Considering this information, we will be closing this complaint as theres no further action we can take regarding this case.

Sincerely,

Microsoft Corporation

Customer Answer
Date: 06/30/2025
They Instantly denied my appeal even though I didnt do anything. before I got banned I contacted support for help and received nothing. This is insane that I cant get not even a 2nd chance for my account for something i didnt do and you guys just get to run away with my money. You guys need to change how you run things this is wrong. supports supposed to help not tell me nothing and I get punished. Makes it even worse I cant even speak to your enforcement team to talk about my ban since I literally tried to request help DAYS before it happened. Come on how is this in anyway fair???
Initial Complaint
Date:06/20/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I sold my Xbox to help get money to fix my car back in may, I still had access to my account via the ********************** app on my cellular device. Within the time frame of me selling my Xbox and now the app must have updated and logged me out triggering an old 2 factor authentication that is tied to an old cell phone I no longer use. Ive provided every bit of information I can including past credit cards birthdates time of purchases Xbox id numbers and still no luck getting into my account. Ive spent well over $1500 in my account Im a loyal 12+ year customer and Ive been told Im basically s.o.L when it comes to my account when year after year I play the same game and have a following built up. I either want my account access back or refunded for the money and games or just give me access to my games
Business Response
Date: 06/30/2025
Dear ****** *******,

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

Sincerely,

Microsoft Corporation

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