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

5,385 total complaints in the last 3 years.
2,145 complaints closed in the last 12 months.

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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:06/08/2025
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.
Dear Microsoft Support Team,I am writing to follow up regarding my Microsoft account, which has been compliance-locked for several weeks. Despite having submitted the Account Self-Recovery (ACSR) form and successfully verifying my identity through the provided process, my account remains complianced-locked.I would like to emphasize that I still have full access to the security proofs linked to the account, including recovery email and phone number, which further confirms my ownership. However, I have not received any updates on the status of my case, and the ongoing lack of access is causing significant disruption.Given the sensitive and personal nature of the data associated with this account, I kindly request that any further correspondence regarding this matter be conducted directly via email with the Account Online Safety Team. I believe this is the most secure and appropriate channel to resolve the issue efficiently.I appreciate your attention to this matter and look forward to your prompt assistance in restoring access to my ************ regards,Rico
Business Response
Date: 06/25/2025
Dear **** *******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a new senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 06/28/2025

Complaint: 23441850

I am rejecting this response because: Hi there, when will I receive their email? I still haven't gotten anything sadly.

Sincerely,

Rico *******
Business Response
Date: 07/11/2025
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 our agent closed the case as they stated the account can't be recovered due to a potential attacker. We understand this isn't the resolution you had hoped for, but this is based on our policies and procedures, so there's no further assistance we can provide regarding this matter.

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

Sincerely,
Microsoft Corporation
Initial Complaint
Date:06/08/2025
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.
Dear Microsoft Support Team,My Microsoft account has been compliance-locked for like 2 months. I have already completed the **** form and successfully verified my identity, yet the account remains *************** like to highlight that I still have access to the security proofs associated with the account. Due to the sensitive nature of this matter, I would prefer to communicate directly with the Account Online Safety Team via email for security reasons.Thank you for your time and *************** regards,*******
Business Response
Date: 06/16/2025
Dear ******* Eeier,
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: 06/16/2025

Complaint: 23441821

I am rejecting this response because: As I said already, I already verified me with the **** system but the account is still complianced locked. The account email of the complianced locked account is: ***************************************

Sincerely,

******* Eeier
Business Response
Date: 07/01/2025
Dear ******* Eeier,
Thank you for submitting the requested forms. Unfortunately,we were unable to validate the information provided. Please upload the completed form using the following specific link:**********************************. Once received, our team will conduct a manual review of your submission.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:06/08/2025
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.
My son got hacked on a video game. My email was used on the account. A couple of days later I noticed that I could not get into my emails, which I had with Microsoft. I have had this account for over 20 years. The secondary email and telephone number on file we no longer have. Even some of the other information on the online form we had a hard time figuring out. Trying to get someone to talk to is extremely difficult but I found a work around. The last person I spoke to had me in tears. He told me to try harder to fill out the form correctly, which I have been trying to do all 8 times. My husband has also tried filling out the form. There have been at least 4 times that we do not get a response back even though it says we should hear back from them in 5 business days. It has now been 3 months since I was last able to get into my emails. I have so a lot of things in there that I need (receipts, pictures, gift cards, correspondences) that I cant get to. Not to mention that all of my accounts are tied to that email. I have been getting messages that some accounts may be compromised and to change my password but I am unable to because they will be sending me a verification email that I cant open. I ended up having to create an email with Gmail because I needed something. I want access to my emails.Also, my son submitted a recovery request for his Xbox account. He got an email saying that they would reach out to him within 5 business days and he still has not heard anything. He tried calling and the person hung up on him after they said they would look into it. The customer service stinks with this company. We just want to gain access to our accounts. How can this be so difficult?!
Business Response
Date: 06/26/2025
Dear ****** *******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a new senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:06/08/2025
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.
My Microsoft account was hacked June 5th. I am writing this on June 8th. I have attempted multiple times to fill out an account recovery form just to be told they could not recover my account. I am unsure if the attacker had changed any info. They have locked my account and I am determined to get it back as I have spent hundreds of dollars on games and in game purchases. I have attempted to call just to be redirected to the account recovery form. I have had no contact with a representative as they had made it difficult to come in contact with one. I was told many times that customer service is refusing to help with any issue such as mine. Im unable to log into my xbox or account through any browser. They require you to log into your account in order to even talk to a live chat support. I am feeling frustrated and angry that no one has helped me. I have on going subscriptions that will continue to take out even if I am unable to get back into the account because they refuse to help me. I am beyond livid with their customer service. I am worried about my personal information such as address, full name and debit/credit cards on the account. I have not been able to change the username or password. I am even unsure if the attacker still has access to the account. If they refuse to help me I want a full refund on everything that has ever been spent on the account.
Business Response
Date: 06/16/2025
Dear Mariah ************************ you for contacting Microsoft Corporation via the Better Business regarding your account recovery issues. We have reviewed your submitted account recovery form(s)and you were not able to provide enough information to validate yourself as the account owner. Your only method to regain account access with be through the account recovery form (************************************ )__. You can submit the form up to two times per day.

Please try to submit information not previously provided.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:06/08/2025
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.
My Microsoft account (originally created with ******************** was hacked between April 911, 2024. The attacker changed the password, replaced the email address, and added two-factor authentication to lock me out. I gave someone the email that the Microsoft account was created withnot a passwordbut they managed to gain access and take over the account.I had recently purchased Minecraft using my birthday money, and the account is still being actively used by the hacker. Since the takeover, they have made visible changes to the account, including Minecraft username changes (from hype7no to PXOJA and beyond), skin changes, and the purchase of a Minecraft cape. This activity can be publicly seen on sites like NameMC and through Mojang/Microsoft services.I have submitted multiple recovery forms with the correct transaction ID, account info, and ownership proof, but I keep getting rejectedsometimes without any response. The automated system gives me no option to speak with a human. I also tried contacting @MicrosoftHelps on ******* and got a real person, but they said they couldnt help me for security reasons.I am a minor trying to get back access to a game I paid for. I can provide full proof of purchase, access history, and even the original account creation info. Im asking for a real support person to look into this case and help me recover or reclaim access to the account. The recovery system clearly does not work in hijacking cases like this, and Ive exhausted all official support channels.Please escalate this matter to someone who can resolve it. I have sent 2 images of proof along with this statement.
Business Response
Date: 06/16/2025
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
Initial Complaint
Date:06/08/2025
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.
Dear Microsoft / BBB,I am writing to formally file a complaint regarding my long-term Microsoft Hotmail email account: *********************** , which I have been unable to access despite multiple recovery attempts.I originally created and used this Hotmail account over 20 years ago and it was linked to important personal services, including my ******** account. After many years of inactivity while living outside ******, I recently attempted to log back in, only to find that I could not remember the password. I followed Microsofts recovery process multiple times, but my answers were rejected.More seriously, I have discovered that the account now lists an unfamiliar recovery email address ending in @***********, which I do not recognize and never authorized. This raises serious concerns that my account has been compromised or accessed by an unauthorized party.I have tried to follow all available steps through Microsoft's online recovery tools and submitted information in good faith. However, I have received no human response, and the automated system continuously tells me that the recovery attempt failed due to incorrect information.This email account is connected to personal and possibly sensitive data, including old photos and linked services, and it is extremely important to me. I am requesting:Human review of my recovery attempts,Verification of my identity through official ID if needed,Investigation into the unauthorized recovery email address,Assistance in regaining access Please help me protect my personal information and regain control of my digital identity.Thank you for your time and assistance.Sincerely,*** ***** ******************** ************ ************
Business Response
Date: 06/16/2025
Dear *** *****,

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

Please visit ***************************************; to provide information necessary to confirm you are the rightful owner of your Microsoft Account. This is the only method to regain account access. You can submit the form up to two times per day. Please try to submit information not previously provided.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 06/16/2025

Complaint: 23440179

I am rejecting this response because:

The suggested solution (**********************************) has already been attempted numerous times without success. I have submitted the recovery form multiple times using all available and accurate information, but each attempt was rejected with no explanation or option for further verification.

Furthermore, my account appears to have been compromised, as there is now an unfamiliar recovery email address (ending in @***********) associated with the account, an address I have never used or authorized.

This is not simply a forgotten password issue. It involves potential unauthorized access and a failure of Microsofts automated systems to allow rightful account owners to verify their identity. I am requesting escalation to a human representative who can manually review my identity and assist with account recovery or content removal.

The online system has failed in my case, and a real human response is now necessary to resolve this issue.

Sincerely,

Wen Huang
Business Response
Date: 07/01/2025
Dear *** *****,

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

Please go to ********************************** and provide the required 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 you have not previously provided. After completing the **** form, please send us both the affected email address and the additional email you used for the submission.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:06/07/2025
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 company emails have been down for over week. We are losing business opportunities everyday. It takes about an hour to get a *** on the phone. They say they are going to help us but never call back. I believe they shut us down because May's payment was missed. We have auto payment and the account that we were using we no longer use for this. I have two admin people on this account but ******************** wont help us because they say we need the Global admin. He has left the company over 3 years ago and we can not get in touch with him. So hopefully you can see my frustration we only want to pay our bill and have the account changed for the on going payments. So I find it strange they wont talk to us for a payment issue. My email is **************** my company is ************
Business Response
Date: 06/16/2025
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
Initial Complaint
Date:06/07/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Microsoft is Activating software that blocks access to Visio 2003 Standard. You are required to "activate" this software by phoning them or connecting to their server... neither of which is available and has been unavailable for over 6 years... as far as I have noticed. To make this all more ridiculous... this software is 22 years old.The result: projects using this software are now useless since this application is hindered.But the real illegality is ** insistence they're trying to limit software copying. This makes no sense at all. What does make sense is blocking the software in order to force the user to buy an upgraded version of this software. Nobody but NOBODY is going to buy copied software written 22 years ago.
Business Response
Date: 06/17/2025
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
Customer Answer
Date: 06/19/2025

Complaint: 23438336

I am rejecting this response because:

Sincerely,

***** ********
Customer Answer
Date: 07/03/2025
Good afternoon,

Microsoft can resolve this problem in a matter of hours. They're always 'upgrading' your system over The Internet. Providing a solution to this issue is in an upgrade I can download. It CAN be done if ** will let go of this product they no longer support.

I'm sending out my complaint... today... to ********** of The Attorney General Consumer Information and Complaints. *******, ***

BTW... now the Windows XP... 'Activate' the software has returned to my desktop computer. Same situation... unable to access my files and remote sites... such as my bank, your Web page, family, friends...etc.

** ********
Business Response
Date: 07/11/2025
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 closed as our agent instructed you have to contact your work/ office to request the activation/ deactivation code you requested. Our agent also stated you denied remote control for them to be able to assist you. Based on this information, there's no further assistance we can provide, so we consider this complaint closed. This is based on our policies and procedures, so we stand by our agents' decision.

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

Sincerely,
Microsoft Corporation
Initial Complaint
Date:06/07/2025
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.
We purchased an Xbox controller in December from *******. It is still under the manufacturers warranty. I have been trying to contact them for 3 weeks with no luck. You can't call them directly it tells you to go through their online help but the online help isnt working properly. You can't do a chat because that isnt working and you can't request a call because that isnt working and you can't tell anyone because you can't call them directly. I would like them to contact me directly to resolve the situation, fix their online stuff so people can contact them and have a back up phone number so people can actually call them when something like this happens.
Business Response
Date: 06/15/2025
Dear ******** ******

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

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:06/07/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am having an issue with Microsoft Teams. Support said they would escalate the issue but I have not heard back since. Corporate also ghosted me. Microsoft support is a joke.
Business Response
Date: 06/16/2025
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
Customer Answer
Date: 06/16/2025

Complaint: 23437405

I am rejecting this response because:
This is not resolved and I'm unsure if the person(s) I'm speaking with now are in a place to help.

Sincerely,

**** *****
Business Response
Date: 07/01/2025
Dear **** *****,
Between June 17 and June 23, our representative, worked closely with you to investigate and resolve the issue.The troubleshooting process included a comprehensive set of steps such as cache clearing, clean reinstallation, credential resets, and profile isolation. Creating a new user profile and enabling the root user ultimately helped isolate the issue.
During the investigation, you shared that you had used Migration Assistant to transfer files, which may have inadvertently copied unnecessary settings.On June 23, you confirmed via email that the issue had been resolved and that no further technical assistance was required.However, you also expressed dissatisfaction with the initial support experience. After internal consultation, our representative contacted you to offer a recovery and proposed a one-month goodwill gesture, which you accepted.
We appreciate your patience throughout the process and remain committed to delivering a high standard of support. If you have any additional questions or concerns, please dont hesitate to contact us.
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 ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *****

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