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

5,393 total complaints in the last 3 years.
2,156 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:06/14/2025
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:06/13/2025
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.
Hey there, I hope you're are doing good.Since today when I try to sign into my microsoft account, I'll get an error, it says "your account has been complianced locked". I don't know why this happens nor how to fix it. Is there anything you could do for me to fix this issue? Because I even still have access to everything thats linked there like my password and phone number but just when I sign in that happens as I mentioned.I would really appreciate your help. Thanks in advance.
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. After completed the **** form, please send us the email address linked to the account and the email address used to fill the **** form.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:06/13/2025
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 pay 90$ a year for family 365 with copilot. I also have 2 separate subscriptions for visio and planner. When planner was installed, it overrode my 365 software. I called two times, and both times put on hold and hung up on. I was given a ticket number ********** which they closed and after the disconnected me and never help resolve the issue. How can they charge me and not help?
Business Response
Date: 06/23/2025
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:06/13/2025
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 originally bought Gears of War Ultimate edition on August *******. My order number is ****************** and I have photo proof of my digital game purchase. Recently Microsoft announced that Gears of War Reloaded would be coming out and all people that purchased gears of war ultimate edition prior to their announcement ( et. Me) would get a free code for gears reloaded. Despite many people I know getting codes I have received nothing to my xbox account ( the original account used to purchase the game) which is Gamertag StringentHydra9, email associated with the account *************************** I then tried to contact microsoft support 3 separate times totaling over 5 hours of my time.on each of these occasions they admitted im due the code but that I should wait and it would be delivered to my xbox account via a message. today was the day of the public beta. and I still havent received a code and cannot make any headway with microsoft support.
Business Response
Date: 06/20/2025
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: 06/20/2025

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:06/13/2025
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.
On the 19/20th February 2024 I was blocked out of my account for suspicious activity however on the 22nd February 2024 I managed to verify my account to which I still have the email as evidence to prove I managed to verify myself as well as all details relating to the account however as soon as I went to change over my verification phone number it blocked me out of the account and every attempt afterwards with the recovery form has been unsuccessful and i have tried countless times. I have gone into the Microsoft store to see if they could help, they could not aside from giving me a customer services number for which I have also tried as well as a few other methods however every time I try to explain my situation I have been ignored, cut off and this has been going on continuously since those original dates and yet I am still paying for this account via game pass and My fallout 76 Fallout 1st subscription, all I wish is to have access back to my Xbox account as I have spent thousands on this account over the last 20 years and I do not want to lose it all over a simple error/glitch over suspicious activity as I did verify myself and went to change over my 2FA and it blocked me out permanently. I have spent about ****** on this account over the years and have memories/files on this account with friends that are no longer with us and it is of the most utmost importance that I get this account back as its extremely important to me. I have attempted every method provided by the company however those methods are not fit for this purpose. If I am unable to receive any form of help from this outcome I will unfortunately have to seek legal action. please may someone help me get access back for my account please, Thank you - *******
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 ************************************************ 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: 06/23/2025

Complaint: 23465840

I am rejecting this response because: I have proven that i am the official owner of the account, However my issue is it locked me out of the account once again when i attempted to change my verification details, since then i have attempted to prove my identity through the account recovery form and given more information each time but it has declined me at every obstacle, i can provide all said information if i were to recieve help from a tier 3 support representative, all i require is access to the goods and digital services that i am still paying for a year and half onwards from being locked out of my account, please can you help me get access back to my account.

Sincerely,

******* *******
Business Response
Date: 07/08/2025
Dear ******* *******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.
As previously communicated, the only method to recover your Microsoft account is by completing the secure recovery form at:
**********************************
You may submit the form up to two times per day. To improve your chances of success, please ensure that each submission includes new or additional information not previously provided.
We have already provided this guidance, and no alternative recovery process is available. Once you have submitted the form, please notify us with the email address you used as your contact so we can manually check the form.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:06/13/2025
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.
As per the policy I canclled the subscription and licenses withing 7 days of renewal. But Micorsoft refused to refund.
Business Response
Date: 06/20/2025
Dear ****** ********,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We would greatly appreciate it if you could provide us with more information about your issue, such as the email address linked to the subscription and the name of the subscription.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:06/13/2025
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.
About 14 days ago, microsoft logged me out of my account because they had detected suspicious activity. They told me to log in and complete a 2-factor authentication. I used my credentials to authenticate and they said that i would be locked out of my account and had to enter more information to access the account. After filling out a form they sent me twice, i have yet to hear back from them in regards to my account status. Part of my income relies on my ability to access this account. I have tried every method to contact Microsoft and they havent responded nor do they have a way to contact support on any of their websites. They said it would take 24 hours for them to review my information and this was 14 days ago well outside of the 24 hour period. I also pay them for this account and cannot close the account without logging in. So now they are stealing my money and not providing me with a product. I have had this account with them for over 15 years.
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: 06/24/2025

Complaint: 23464207

I am rejecting this response because: I still havnt been contacted by the company and I will not close the case until they contact me directly.

Sincerely,

******* *******
Business Response
Date: 07/04/2025
Dear ******* *******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********, we were able to confirm the case has been marked as resolved by our agent ******, as they were able to see the account isn't compromised or locked. Our agent provided you with instructions on how to reset the password. Please follow these instructions to regain access to your account.

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: 07/04/2025

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:06/12/2025
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 am a small business owner who purchased Microsoft 365 last week. Last Thursday (one week ago), I logged a trouble ticket with Microsoft support TrackingID#****************. I found out that yesterday my ticket was closed out without resolution,, and now I have a Microsoft product that I cannot utilize,, and when I call the business support number,, I get sent to a website to resolve my issue, which I cannot access because my authenticator application does not work. The support technician has not called back as promised on multiple occasions, and when I did speak to her, it was very challenging to understand. I need Microsoft to resolve my issue so I can get my business back up and running.
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 senior member of our technical support 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:06/12/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hey,Just reaching out about my Microsoft account thats been compliance locked. I already filled out the **** form and verified my identity, but Im still locked out for whatever reason.Since theres some sensitive stuff in there, itd be great if someone from the ****************** Team could email me directly to get this solved.Really appreciate your helpthanks!
Business Response
Date: 06/20/2025
Dear Epo Koxanet,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.
Please fill the online recovery form one more time ************************************************ 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:06/12/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi My Microsoft account has been compliance locked for a few months now. *** submitted the **** form and verified my identity, but its still locked.I can still access the recovery email, so ownership shouldnt be in question.Since theres sensitive info involved in this ticket, Id really appreciate it if the Microsoft Escalation Team could follow up with me directly by email to sort this out securely.Thanks for your help!
Business Response
Date: 06/19/2025
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. After submitting the **** form, please provide us with the email address associated with the affected account and the email address you used to fill out the form.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 06/20/2025

Complaint: 23462186

I am rejecting this response because: Hello, I've submitted the **** form. The email of the affected account is: *******************************************
The email address I've used to fill out the form is: ***************************************

I also show you 2 screenshots, one of them is showing that I just got the password reset link after I filled out the **** form and the other is just showing the message that I submitted the form with the email I said above.

I hope this helps you to remove this compliance lock.

Sincerely,

******** ******
Business Response
Date: 07/07/2025
Dear ******** ******,

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

Please visit ********************************** to provide the necessary information to verify your ownership of the Microsoft Account. This is the only way to regain access. You may submit the form up to two times per day, and we recommend including details that you have not previously provided. We reviewed the emails you submitted but could not locate any **** requests associated with them. Please use the linked provided.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/08/2025

Complaint: 23462186

I am rejecting this response because: I USED THE LINK YOU PROVIDED, CHECK MY LAST REPLY. I EVEN SHOWED YOU A SCREENSHOT WHERE IT SAYS "SUBMITTED WITH ***************************************"

LOOK AT IT AGAIN!

Sincerely,

******** ******
Business Response
Date: 07/14/2025
Dear ******** ******,

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

After reviewing your complaint, we were unable to locate any Account Recovery (ACSR) form submissions associated with the email addresses you provided. To proceed, please visit ********************************** and complete the form with the necessary information to verify ownership of your Microsoft account. This is the only method available to regain access.

You may submit the form up to two times per day. We recommend including any details you havent previously provided to improve the chances of a successful recovery.

We appreciate your attention to this matter.

Sincerely,

Microsoft Corporation

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Microsoft is NOT a BBB Accredited Business.