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 Inc

  1065 La Avenida St Mountain View, CA 94043-1421

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  Microsoft Store

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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:09/18/2025

  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.

  Some time in March of this year, my Microsoft/Xbox account was compromised and some of the information was changed on the account without my permission. From what I remember, it was the email associated with the account and the billing address. I was able to go in and remove the billing address, my card on file, and some other info since whoever got into my account didn't change the password. Since the email was changed, I had to wait 30 days to change it again. Within those 30 days, I spoke to multiple online agents claiming to be with Microsoft and sent multiple forms to repeal the account change. They all led to nothing so I decided just to wait. I also managed to change the backup email on the account so that it was an email that I had access to.After the 30 days, I tried to get back into the account. I come to find out that Microsoft had locked my account because they "detected some activity that violates our Microsoft Services Agreement". They linked an appeal form to fill out so that you could get your account back. With the numerous times that I filed an appeal, they all came back with Microsoft deciding to uphold their decision to lock my account and gave no clear reason as to why despite my account being out of my control from a whole ******** whole gripe with the situation is that I've spent money on that account and have all this data on that account that not only applies to my Xbox account but the ******************** account as a whole. All the years and years of everything on the account locked away because my account got hacked and they're deciding they don't want to unlock it. Whatever they detected that violated their service agreement couldn't have been anything I did considering my account was hacked and information was changed that wasn't authorized by myself All I want is for them to unlock my account so I can update the password with something more secure and go back using the account that I made all those years ago with all the info attached to it.

  Business Response

  Date: 09/23/2025

  Dear ******* ********,    
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding Account issue. We are unable to verify your account or locate a service request associated with the information provided in your claim. Please provide the Microsoft Account email address associated with the blockage issue.  
  

  If you have an existing service request for this issue, please update your claim with that number and we will be happy to help.?? 
  If you have not yet contacted support about this issue, please visit ************************************************ to receive assistance via chat support. 
  

  Sincerely, 
  Microsoft Corporation 

• Initial Complaint

  Date:09/18/2025

  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.

  Hi. Im seeking recovery on a lock Microsoft account. Over the fourth of July my fiance and i went camping. My mom dog sat for us and tried to watch tv over my fiances Xbox which she proceeded to lock up. It looked him out of everything even his bank account for a period of time. He's since changed phone plans and numbers so his old one will not work to recover the account. We have tried everything. How is someone supposed to remember the subject of their emails from years ago?? Especially someone that emails? It also ask for skype information.. who uses skype anymore in a world of facetime? The account recovery tool is awful and Ive read many threads of it not working for people. My fiance has purchased all of his games on there and has a right to use them. Hes being charged for an account that the refuse to help him back into. To me this resembles theft. Without the recovery of the account he will lose all of his purchases. How is this okay? Microsoft needs to do better. There isn't even a technical support human to speak to.

  Business Response

  Date: 09/23/2025

  Hello *******,
  
  I hope your day is going well. 
  
  Thank you for your patience while we were analyzing all of the previously shared by you information.
  
  We have reviewed the provided by you answers to all our validation forms and unfortunately, you were unable to validate ownership of the Microsoft account in question. [Optional: Were unable to provide any information on the account since you were unable to validate account ownership.]
  
  Please, understand that Microsoft takes customer online security very seriously. Therefore, we cannot continue assisting in recovering the account due to the security of the account. We recommend that you create a new account, so that you can take advantage of the same services you were using before. This will be my last communication with you since you were unable to prove ownership.
  
  What I can suggest in this situation is to:
  Continue submitting online recovery forms, using the guidance here: ****************************************************************************************************************************************************************
  Create a new account, using the guidance here: ********************************************************************************************************************************************************
  
  Thank you for your understanding and patience while we tried to resolve this issue and thank you for being a member of the Microsoft Community!
   
  As there is no pending action on our side, at this moment in time, I will archive your Service Request. However, please feel free to contact us at Contact Us - Microsoft Support should you have any other questions or concerns.
   
  Thank you for your cooperation and understanding.

  
  **** *****
  Relationship Manager
  Microsoft Customer Support
  [Monday-Friday ******- ******] (UTC+3)
  Microsoft Support | Manage Microsoft Devices | ******************** Account Profile | Microsoft Privacy Statement
  Legal Disclaimer: The information contained in this message may be privileged and confidential. It is intended to be read only by the individual or entity to whom it is addressed or by their designee. If the reader of this message is not the intended recipient, you are on notice that any distribution of this message, in any form, is strictly prohibited. If you have received this message in error, please immediately notify the sender and delete or destroy any copy of this message.
  

  
  

• Initial Complaint

  Date:09/18/2025

  Type:Customer Service 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 a regular user of ******************** Rewards, where one earns points on their Bing search engine. However, it stops earning for no good reason, even when I'm cleared to earn more within a reasonable time frame. Other people have had this problem. They have also run out of one of their most common offers, ********** gift cards, which has happened before, given that these are two of ***********'s largest employers. I can't keep complaining directly to Microsoft about this before it turns into a cry wolf/**** ********** pattern. I am asking them to keep the system from stopping and starting suddenly on a daily basis so I don't break stride and to keep gift cards replenished.

  Business Response

  Date: 09/26/2025

  Dear **** *******,   
  
   
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding rewards issue from Microsoft. 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 **********.  
  
  Your case has been assigned to an advocate. They will reach out to you within the next ***** hours. We will monitor the support case through resolution.  
   
  Sincerely, 
  
  Microsoft Corporation 
  
  

  Customer Answer

  Date: 09/26/2025

   
  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,
  
  **** *******

• Initial Complaint

  Date:09/17/2025

  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.

  On 09/13/25 I purchased Xbox gamepass codes, from ******, New egg, and Eneba. I apply the codes to my account and everything seems fine.09/17/25 comes and I receive a suspension to my account, I appeal for more information and receive a email with the following item in bold.Purchasing content from illegitimate third-party websites or from out-of-region marketplacesAll three that I purchased from are large websites and I made sure all codes I purchased were for ***** Xbox gamepass account has been suspended till the 30th of this month and 5 strikes have been placed on my account.Ive had my ********************** account since ********************** live first started. Been a customer over 20 years never had any other suspension or bans on my account.

  Business Response

  Date: 09/24/2025

  Dear Van,

  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your Xbox Live account ban. Your account was found to be in violation of the Xbox Terms of Use or the Xbox Live Code of Conduct and subsequently banned from accessing Xbox Live temporarily. The ban has been lifted, and you should have access to Xbox Live at this time [Sep 30, 2025, 3:53:30 PM]. For further details on what kinds of behaviors or actions led to the account ban, please review the websites listed below.  Xbox has no obligation to provide you with specifics regarding your violation.? We will no longer be responding to any further requests concerning your enforcement action as this matter is closed.?  
  
  You can review the full Terms of Use at: *******************************************************************;
  You can review our Microsoft Services Agreement here: *******************************************************************;
  You can review our Code of Conduct at: ********************************************************************;
  For additional information regarding your ban, please visit ***************************************************;
   
  No refunds will be provided as outlined by our services agreement.

  
  Sincerely,  

  
  Microsoft Corporation.

  **** *****
  Relationship Manager
  Microsoft Customer Support
  [Monday-Friday ******- ******] (UTC+3)
  Microsoft Support | Manage Microsoft Devices | ******************** Account Profile | Microsoft Privacy Statement
  Legal Disclaimer: The information contained in this message may be privileged and confidential. It is intended to be read only by the individual or entity to whom it is addressed or by their designee. If the reader of this message is not the intended recipient, you are on notice that any distribution of this message, in any form, is strictly prohibited. If you have received this message in error, please immediately notify the sender and delete or destroy any copy of this message.

   

  Customer Answer

  Date: 09/24/2025

   
  Complaint: 23899468
  
  I am rejecting this response because: strikes on my account are still showing.  Once those are removed I will be fine.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:09/16/2025

  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.

  Once again, my MS ******* account has been arbitrarily suspended out of the blue. Last time, your people said it was due to searches not done in good faith, whatever that means. But this time, I hadnt even done any searches in weeks! All Ive been doing is daily tasks on the Bing app. How does doing daily tasks on the Bing app lead to an account suspension??? Your algorithm is broken, and has been for awhile now. You once again are holding my account hostage, for absolutely NO REASON. I expect you to reinstate my MS ******* account immediately so I can redeem my points.

  Business Response

  Date: 09/25/2025

  Dear ***** ******,   
  
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding rewards issue. 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 **********.  
  
  Your case has been assigned to an advocate. They will reach out to you within the next ***** hours. We will monitor the support case through resolution.  
   
  Sincerely, 
  
  Microsoft Corporation 
  
  

  Customer Answer

  Date: 09/26/2025

  Thank you. After stopping the Daily Set Rewards tasks (which inexplicably lead to my account being suspended), several days of restricting my activity to PC Bing searches has resulted in my account being reinstated. I redeemed my points successfully this week.

  I consider my issue resolved. Thank you for your quick involvement of your Executive Customer Relations Team. Thank you to the ******************** for its assistance.

  ***** *.

   

• Initial Complaint

  Date:09/16/2025

  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.

  My husband had a subscription with Microsoft. He died in 2023. I have been charged three more times for an annual subscription that Im not using. Each time paying over $140. I can not cancel subscription. They do not have a customer service phone number. I do not have my husbands old phone number, email address or know the password he used. Im very frustrated. *** had my credit card company dispute the charge three times to no avail. I can only go so far in my process to contact them before getting booted out of the system. Shame on them for making this so difficult. *** *******

  Business Response

  Date: 09/24/2025

  Dear *** *******,   
  
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding charges from Microsoft. 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 ********** .  
  
  Your case has been assigned to an advocate. They will reach out to you within the next ***** hours. We will monitor the support case through resolution.  
   
  Sincerely, 
  
  Microsoft Corporation 
  
  

  Customer Answer

  Date: 09/26/2025

   
  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,
  
  *** *******

• Initial Complaint

  Date:09/16/2025

  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.

  xbox charges me for game pass but on 3 systems i am unable to log intoHi, Im a disabled veteran and Im experiencing a persistent issue with Xbox sign-in across two consolesan Xbox Series S and an Xbox One. My Microsoft account works fine on PC and mobile, but both consoles fail to authenticate. Ive completed all recommended troubleshooting steps: cache clears, power cycles, factory resets, logout cascades, and network verification. Ive also tested alternate accounts with no success.I believe this is a backend token corruption or sync failure, and Im asking for help escalating the issue. Ive already tried the Virtual Agent and Sign-In Helper, but they didnt resolve it. Im hoping someone can manually refresh or reset the authentication token for my account so I can regain access. i have tried to contact xbox service but their is none for signin problems no coustomer support and its completly on their end Ive been billed for Xbox services, but Im locked out across two consoles. My account works on PC and mobile, but not on Xbox. Ive completed all troubleshooting. I need access or a refund.Use the Xbox Virtual Agent and select:Refunds for transactional purchasesOr type: Im being billed but cant access Xbox servicesThis may trigger a support escalation that bypasses the usual do it yourself wall.2. Check Your Subscription Details Visit your Microsoft account subscriptions page to confirm:What youre being billed for (Game Pass, Gold, etc.)The renewal date and payment method Any linked devices or usage history If you want, I can help you draft a refund request or escalation message thats respectful, audit-friendly, and rooted in your stewardship. Youve paid for access. Lets make sure they honor it.Xbox Game Pass Ultimate Next charge on 10/1/2025, $19.99 plus applicable taxes Recurring billing on $19.99 Every month plus applicable taxes Payment method **** **5539 Change

  Customer Answer

  Date: 09/19/2025

  well i would like to retract my complaint because i was able to finaly get into my xbox game pass account

• Initial Complaint

  Date:09/15/2025

  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.

  July 28th, I woke up to a random Permanent Banned Without Having any Strikes. I believe my account was hacked prior to that because I have proof of emails from unusual Log in. So I was Not sure of what I did because they provided with me no answer or any details on what I could have did. I tried to appeal for my account and it got denied without any good reason all I got was a Ai generated Email. So like anyone would do I contacted Microsoft And they said to me we dont help with that kinda of stuff So I thought of another way to reach them and that was the BBB. So I spoke with the BBB and Microsoft Said Could Not help with With my Situation. For Weeks And Weeks I been trying to get my account back that I have spent a lot of Money over the span of 10 years. I have on going subscriptions and Games I purchased recently of that Month that I cannot play because it is locked under ************** So I believe I was Hacked which led to me being banned because prior to that I was not playing any games nor did I touch a Game. Microsoft Is not helping me resolve this and I feel that they have violated my customer consumer rights because of all the money I spent was wasted. So I am coming here for help on retrieving my account for all of the purchases and Time I have on it. So I am hoping we can maybe have Microsoft reconsider this decision because this is unjustified My Xbox gmail is *****************

  Business Response

  Date: 09/23/2025

  Dear Zay,

  Thank you for reaching out to Microsoft Corporation through the Better Business Bureau regarding your Xbox Live account.

  Your Gamertag was found to be in violation of the Xbox Terms of Use or the Xbox Live Code of Conduct and has been banned from accessing Xbox Live.

  We have conducted an additional review of the enforcement action and reaffirm our decision. For more information about the types of behavior that can lead to enforcement actions, please refer to the resources below. Please note that Xbox is not obligated to provide specific details regarding the violation.
  Review the full Terms of Use: ***************************************************************
  Microsoft Services Agreement: **************************************************************
  Xbox Code of Conduct: ***************************************************************

  
  To learn more about your ban or to request a case review, please visit: **********************************************.
  After signing in at ********************************************** with the account that received the suspension, navigate to the Enforcement History section to view your active and completed suspensions. Under the Reason for action dropdown, you can see the exact text that led to the suspension. If the violation involved non-text content, you will see a message indicating that the action was due to infringing image, audio, or other multimedia content in sent messages.

  
  As outlined in our Services Agreement, no refunds will be provided.

  
  Sincerely,
  
  Microsoft Corporation 

  Customer Answer

  Date: 09/23/2025

   
  Complaint: 23884184
  
  I am rejecting this response because I am not the only person going through this in expected ban. Also I lost thousands dollars worth of games and DLCS basically violating my customer consumer Rights. I was hacked or my taunting or tampering with my account and ******************** is not helping bring any fairness.
  
  Sincerely,
  
  Zay Mefr

• Initial Complaint

  Date:09/14/2025

  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 have been charged $10 a month for over a year now for a Microsoft subscription service. I have tried to cancel this subscription multiple times with no luck. I want the $10 monthly charge to stop immediately. Please have someone contact me to cancel this subscription. ***

  Business Response

  Date: 09/22/2025

  Dear ***** **********,

  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your subscription cancellation request.

  
  I would like to confirm that your subscription was cancelled on September 17.

  
  If you have any further questions or need additional assistance, please feel free to reply to this email.

  
  Warm regards,
  ******* *.
  Relationship Manager
  Executive Customer Relations
  ******************** Customer Support

• Initial Complaint

  Date:09/14/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have sustained a ********* 365 subscription for quite a few years however i have run into issues with getting support for a technical issue. Functionally I am unable to access the storage which I have been paying for and I am not getting suport from microsoft on this. Have attemtped to call a few tiems, email and even chat online but I am unable to get ahold of anyone who can help. Feeling rather slighted at the moment and jsut need this issue resolved.

  Business Response

  Date: 09/23/2025

  Dear ****,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding the 365 Microsoft subscription. We are unable to verify your account or locate a service request associated with the information provided in your claim.  Please provide the Microsoft Account email address associated with the 365 Microsoft subscription.

   If you have an existing service request for this issue, please update your claim with that number and we will be happy to help.?

  
  If you have not yet contacted support about this issue, please visit ************************************************ to receive assistance via chat support. 

  
  Sincerely, 
  Microsoft Corporation