Business Profile

Computer Software Developers

Microsoft

Headquarters

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Complaints

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

Customer Complaints Summary

6,622 total complaints in the last 3 years.
3,025 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:05/27/2026
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My Microsoft account was compromised on the 27th of April, 2026 with my Xbox and Minecraft account linked to it. I would like to go to a Tier 3 support, where a HUMAN agent can help me, not an automated form. Once the unauthorized person gained access to my account, they changed every bit of security info, including, phone number, emails, birth dates. My Microsoft accounts original alias was: REMOVEDbut the hacker changed it to theirs which is: REMOVEDhave filled out several Microsoft and Xbox account recovery forms, but no avail. Microsoft support confirmed the unauthorized access, however they refused to restore my account due to their "strict security protocols" and they only suspended it. They admitted the fraud took place but told me my paid licenses are lost and advised me to "buy the game again on a new account". I have all the purchase history, code redemption and associated information's, which I can give if that helps my case.
Business Response
Date: 05/28/2026
Dear Nndor REMOVED,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your account recovery concern.
Following our investigation, we determined that you did not pass the account recovery process, as the submitted information did not meet the required validation criteria. For security and privacy reasons, we are unable to proceed with further assistance, and this case will now be closed.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 05/28/2026

Complaint: 24885528

I am rejecting this response because I'm not satisfied with the outcome. I have linked all the proof and information needed for the recovery in a PDF file.

Nndor REMOVED
Initial Complaint
Date:05/26/2026
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.
Date of incident: 5/25/2026 ~6:00 PM CST and 5/26/2026 6:33 PM CST Account: REMOVEDgamertag OhManYouDied#REMOVEDCase Number: XBX9006931250 Nature of dispute: Discriminatory enforcement of Community Standards + Deceptive business practices + Failure to provide service What happened: On 5/25/2026, user REMOVED#REMOVEDgriefed me 75-2 in GTA Online. I messaged him to stop. He invited me to Xbox party chat where I was subjected to discriminatory language targeting my Mexican-American ethnicity, including slurs about immigration status. I was mass reported and banned for "inflammatory text towards demographic groups."My appeal was denied with "No details available." On 5/26/2026 at 6:33 PM, I contacted Xbox Support Chat to request Safety Team escalation for hate speech. The virtual agent refused, stating "unable to assist with escalation requests" and told me to "do it yourself" referring me back to the appeal system that already failed.After my ban, Mocha999#REMOVEDsent me game clips of my deaths + message "Lzzzz im up" to continue harassment. I have screenshots of all REMOVEDcommitment: Xbox Community Standards Section 3 states hate speech is prohibited and that enforcement reviews context. Xbox failed to review party chat context, applied the hate speech rule to me as the victim, and blocked me from reporting it.Has business tried to resolve it: No. Xbox denied my appeal with no evidence and refused to escalate my hate speech report to Safety Team.Remove the suspension and all enforcement strikes from my account OhManYouDied#REMOVEDTake enforcement action against Mocha999#REMOVEDfor hate speech, griefing, and harassment Provide written explanation of why party chat context was ignored and why the hate speech rule was applied to the victim Review the full party chat audio from 5/25/2026 ~6:00 PM CST between OhManYouDied#REMOVEDand Mocha999#REMOVED
Business Response
Date: 05/27/2026
Dear REMOVED,
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 will be lifted 5/28/26 and you will have access to Xbox Live after that date. 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: REMOVED
You can review our Microsoft Services Agreement here: REMOVED
You can review our Code of Conduct at: REMOVED
For additional information regarding your ban, please visit REMOVED;
Please also review this article on how to report a player or concern on Xbox: REMOVED

Sincerely,
Microsoft Corporation
Customer Answer
Date: 05/27/2026
Microsoft's response dated 5/27/2026 does NOT resolve my complaint. They failed to address any of my 3 requested resolutions for Case #REMOVED:

1. UNSATISFIED: Microsoft only stated my temporary suspension lifts 5/28/26. They did NOT agree to remove the wrongful enforcement strike from account OhManYouDied#REMOVED. This strike remains on my record and impacts future enforcement. It must be deleted from case XBX9006931250.

2. UNSATISFIED: Microsoft provided zero evidence that enforcement action was taken against Mocha999#REMOVEDfor documented hate speech targeting my Mexican-American ethnicity on 5/25/2026. Their response completely ignores the perpetrator I reported.

3. UNSATISFIED: Microsoft refused to provide a written explanation, stating they have "no obligation to provide specifics." They also ignored my request for Xbox Safety Team to review party chat audio from 5/25/2026, violating their own Community Standards Section 3 which states enforcement reviews context.

Microsoft's claim that "the matter is closed" while refusing to address the complaint is unacceptable. I have screenshots IMG_2296.png and IMG_2297.png already submitted to BBB proving post-ban harassment from Mocha999#REMOVED.

My desired resolution remains unchanged:
Delete ALL enforcement strikes from OhManYouDied#REMOVEDfor case XBX9006931250 Confirm enforcement action against Mocha999#REMOVED
Provide written explanation for why party chat context was ignored

I request BBB continue mediation. "Ban expires anyway" is not a resolution.
Initial Complaint
Date:05/26/2026
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My Microsoft account was hacked on April 1, and the primary email alias was changed to a a different email. I contacted Microsoft Support agent and Xbox support. I provided proofs that I am the rightful owner of the account. Including: 1. emails of the account creation, 2. emails of the account alias change and password. 3. Credit Card informations that was neccesary to share, and proofs of items purchases. 4. I also shared my pc's device id and REMOVEDNetwork ID. They never replied to those emails, while the agent told me to reply to those emails and show proof, after months I never got any answer from them. The agent told me that buy the game again on a new account. Some of the purchases were made thru PaysafeCard. I request the immediate restoration of access to my account.alias: REMOVEDxbox gamertag: JustMarci5656 original email: REMOVED
Business Response
Date: 05/26/2026
Dear REMOVED,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your account recovery.
Following our investigation, we confirm that multiple account recovery attempts were submitted; however, you did not successfully pass the verification process in any of these attempts. As the information provided did not meet the required criteria to validate account ownership, we are unable to proceed further.
For security and privacy reasons, and as ownership could not be confirmed, no additional assistance can be provided. This case will now be considered closed.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 05/27/2026

Complaint: 24877328

I am rejecting this response because:
I did send enough proofs that I am the owner of the account. And because some security settings have been changed (the hacker changed them) I cant get my account back? I attached more than enough proofs responding to the SIR23340417 ticket email. I would like you to have a look at it again and if you guys need more proofs then give me an email which I can actively have a contact with a higher up supporter, to send proofs or have a talk.

Sincerely,

REMOVED
Initial Complaint
Date:05/22/2026
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.
Unauthorized purchase of digital in game purchases by a minor. I tried contacting them and made a claim and was denied. I have tried contacting them via multiple support channels and can get no assistance. I contacted them almost instantly after the purchase and was immediately denied and cannot get through to a real person for help
Business Response
Date: 06/01/2026
Dear REMOVED,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox live account.

We understand your concern regarding the unauthorized in-game purchase. Upon further review of your interactions with our support team under case number REMOVED, we can confirm that your refund request has now been approved.

Please note that the refunded amount may take approximately 7 to REMOVEDoriginal payment method, depending on your financial institution.

We appreciate your patience throughout this process. If you have any further questions or require additional assistance, please do not hesitate to contact us.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 06/01/2026

Hi BBB,

I'm satisfied with the business's resolution to complaint ID REMOVED.

Thank you.

REMOVED
Initial Complaint
Date:05/22/2026
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.
IMPORTANT: INTERNATIONAL CONTACT DETAILS Real Name: REMOVEDReal Phone: REMOVEDReal Address: REMOVED?My Microsoft account REMOVEDwas compromised and the alias was changed by an unauthorized party to REMOVEDMicrosoft Support confirmed the unauthorized access and locked the account (Tickets REMOVEDand SIR23247689). They refuse to restore my access or my digital licenses, specifically Minecraft REMOVEDEdition Deluxe Collection (Order #REMOVED, REMOVEDending in 0917), despite me providing definitive financial proof of ownership. This is an unfair deprivation of paid digital goods. I am an international student and have been dealing with this loop for over a month. I require a manual tier 3 escalation review by a human corporate representative to restore my account.
Business Response
Date: 05/25/2026
Dear Home Home,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery.

Please visit REMOVEDto provide the information necessary to confirm that you are the rightful owner of your Microsoft account. This is the only available method to regain access. You may submit the form up to two times per day, and we recommend providing information that has not been previously submitted.

Please note that the form is reviewed by a human from the security team, and it must be completed successfully, even if two-step verification is enabled on the account. If you do not pass the validation or choose not to submit the form, no further assistance will be provided due to security and privacy policies, and this case will be closed.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:05/22/2026
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.
Wrong Software Delivered Refund Denied I bought a Windows 11 Pro digital upgrade from Microsoft. My PC already had Windows 11 Home, but Microsoft delivered the wrong product (a Windows 10?11 Pro upgrade). It was incompatible, failed to install, and never activated.For 4 months I contacted support with no resolution. I was denied a refund even though the product never worked.I am requesting: A full refund Review of how my case was handled Name: REMOVEDEmail: REMOVEDAddress: P.O. Box 2011, REMOVED, NM REMOVED
Business Response
Date: 05/22/2026
Dear REMOVEDE REMOVED,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your Windows 11 upgrade concern. We regret to inform you that we were unable to verify the information provided in your claim.
Based on our investigation, we did not identify any prior interaction with Microsoft Support associated with this issue. Please note that the BBB channel does not replace standard support processes.
Following our review, we would like to clarify the following:
The product purchased is a valid Windows Pro upgrade license intended to upgrade a device from Windows Home to Windows Pro.
In some cases, installation or activation issues may occur due to device configuration, system status, or other technical conditions. These scenarios do not indicate that an incorrect product was provided.
While we understand the upgrade did not complete successfully on your device, this is typically related to technical factors rather than the license itself.
We recommend the following troubleshooting steps:
Check your current version
Go to Settings > System > Activation
Ensure your device shows Windows Home and is activated
Run the upgrade again
Go to Settings > System > Activation
Select Upgrade your edition of Windows and follow the prompts
If the upgrade does not complete
Restart your device
Attempt the upgrade again from the same Activation page
If activation still fails
Go to Settings > System > Activation
Select Troubleshoot and follow the instructions
If you have an existing service request related to this issue, please update your claim with the case number so we can further assist you.
If you have completed all troubleshooting steps and the issue persists, we recommend requesting support through the following link:
REMOVED
Please also note that our records indicate the purchase was made two months ago, and it falls outside the eligible refund timeframe.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 05/30/2026

Hi BBB,

I'm satisfied with the business's resolution to complaint ID REMOVED.
Refund received. Issue resolved.

Thank you.

REMOVEDE REMOVED
Initial Complaint
Date:05/21/2026
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 a paying Xbox Game Pass subscriber and have 20+ purchased games through Microsoft that I am unable to access. The Xbox app on my PC either fails to open entirely or when it does open it does nothing i click play and the app does nothing. Over the past 9 days I have spent over 10 hours with Microsoft support and have performed the following with no resolution: full Windows repair install, uninstalled and reinstalled Microsoft Store, REMOVEDand Xbox Identity Provider 20+ times, ran REMOVEDand DISM repairs, and followed every troubleshooting step provided by Microsoft support. I am paying for a service I cannot use and have lots of money in purchased games I cannot access. Microsoft support has been unable to resolve this issue despite repeated attempts. I am not seeking a refund. I want Microsoft to actually fix the underlying issue with my account that is preventing the Xbox app and all purchased games from working on my PC. I have been a loyal customer with tons of purchased games and an active Game Pass subscription and simply want access to what I have paid for.
Business Response
Date: 05/22/2026
Dear REMOVEDPacasum,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding Xbox windows app issues. We have contacted a senior member of our Support Team to investigate this matter and work with you directly toward a resolution. Your new case number is 11433587.

Your case has been assigned to an advocate. They will reach out to you within the next REMOVEDhours. We will monitor the support case through resolution.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:05/21/2026
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My Xbox game controller I bought through REMOVEDstopped working after 6 months to a common problem called stick drift
Business Response
Date: 05/22/2026
Dear REMOVED,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your Xbox wireless controller.
We were unable to verify the claim based on the information provided. Additionally, please note that the BBB process does not replace standard support channels. Based on the documentation you submitted, the device is identified as a standard controller, and according to the purchase date, it is currently out of warranty.
As a result, the controller is not eligible for free repair or replacement. If you have purchased an extended warranty, please reply with the controllers serial number so we can further review your case.
If no extended warranty coverage was purchased, we regret to inform you that no further action can be taken, as the device falls outside the warranty period.
For any additional assistance or inquiries, please contact Microsoft Support via the following link: REMOVED
For future reference, you may check your device warranty status by visiting REMOVED, registering your device, and reviewing its coverage details.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 05/22/2026

Complaint: 24873104

I am rejecting this response because, while the controller may be marginally outside of its warranty window, a complete hardware failure after only four months of use is unacceptable. A product lifespan this brief points to a fundamental manufacturing defect or substandard quality control rather than normal wear and tear. The timing of this failureoccurring just shortly after the warranty period endedraises serious concerns about the product's design. I request that the BBB review this company's complaint history to determine if there is a systemic pattern of these controllers failing prematurely for other consumers.

Sincerely,

REMOVED
Initial Complaint
Date:05/21/2026
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.
My account was recently hacked and there should be a way to get in contact with someone or anyone beyond a form that needs to be filled out in order to access said account. I have saved payment methods on that account that could be used. My home computer, XBOX, and laptop are all tied to said account so being able to expressly talk to someone in a way that I can expedite this process. The hackers were able to change my email, remove my phone, replace the passkey, and 2FA and there is nothing I can do about it. I'd like to really speak to someone to fix this issue or reach out to me. My accounts email is REMOVEDand the phone number was REMOVED.
Business Response
Date: 05/21/2026
Dear REMOVED,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery.

Please note that the Better Business Bureau (BBB) does not replace standard Microsoft support channels. You are required to contact Microsoft Support directly and follow the appropriate processes, including submitting the necessary forms.

If you wish to speak with a support representative, you can request a call or initiate a chat through the following link: REMOVED

To proceed Please visit REMOVEDto provide the information necessary to confirm that you are the rightful owner of your Microsoft account. This is the only available method to regain access. You may submit the form up to two times per day, and we recommend providing information that has not been previously submitted.

Please note that the form is reviewed by a human from the security team, and it must be completed successfully, even if two-step verification is enabled on the account. If you do not pass the validation or choose not to submit the form, no further assistance will be provided due to security and privacy policies, and this case will be closed.

Sincerely,
Microsoft Corporation

Customer Answer
Date: 05/21/2026

Hi BBB,

I'm satisfied with the business's resolution to complaint ID REMOVED.

Thank you.

REMOVED
Initial Complaint
Date:05/21/2026
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 am filing a formal complaint against Microsoft/Xbox regarding an unfair business practice and a refusal to provide a human review for a faulty digital product dispute. On May 18, 2026, I purchased the game 'Rust' for $54.99. Upon launching the game, I discovered it was completely unplayable and unrewarding for a solo experience. Because 'Rust' is a massive online multiplayer game, my logged 'playtime' of 2 hours and REMOVEDloading screens, server matchmaking queues, and trying to navigate a non-functional startup process. I did not actually get to consume or enjoy the product. Microsoft's automated refund system instantly denied my request because it strictly enforces a 2-hour limit. When I utilized the official appeal process, the team completely ignored the context of the situation and sent an automated, copy-pasted rejection. Live chat support agents then informed me that they 'do not have the scope' to transfer me to a supervisor or billing manager, trapping me in a closed corporate loop. Charging $54.99 for a product that cannot be utilized, counting server loading times as 'playtime,' and completely blocking human oversight is an unacceptable consumer practice.
Business Response
Date: 05/31/2026
Dear REMOVED,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your game issue. We have contacted a senior member of our Accounts Team to investigate this matter and work with you directly toward a resolution. Your new case number is 7103624999..

Your case has been assigned to an advocate. They will reach out to you within the next REMOVEDhours. We will monitor the support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 06/01/2026

Hi BBB,

I'm satisfied with the business's resolution to complaint ID REMOVED.

Thank you.

REMOVED

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles. As a matter of policy, BBB does not endorse any product, service, or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

When considering complaint information, please consider the company's size and volume of transactions. Note that the nature of complaints and a company’s responses to them are often more important than the number of complaints. BBB Business Profiles generally cover a three-year reporting period.

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Microsoft is NOT a BBB Accredited Business.