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

5,351 total complaints in the last 3 years.
2,127 complaints closed in the last 12 months.

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

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

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

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

Complaint: 23509262

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

Sincerely,

****** *******
Initial Complaint
Date:06/23/2025
Type: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 been locked out of my Microsoft email account and have submitted the account recovery form multiple times with correct and verifiable information all denied.I have tried calling Microsoft Support at ************** and **************. Each time I am hung up on and redirected to automated online tools which do not help.I need access to my account. I use it for school and personal matters, dr ***** vet ***** etc. There is no way to reach a human being. Microsofts customer support system is broken, and I am requesting immediate help.Please escalate this to someone who can verify my identity and restore my account access.
Business Response
Date: 07/01/2025
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. Once you have completed the **** form, please provide the affected email address and the alternative email you used to submit the form.

Sincerely,

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

Keep up the good work protecting American consumers.
Initial Complaint
Date:06/23/2025
Type:Delivery 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 6/22, I made a purchase at the Microsoft Store. I did not get the proper discount for my order ********** for education discount, and neither of my promo codes applied.I didn't get the 10% off for my student discount, and neither promo code B20 and R24 worked after checkout.I have contacted support at least 4 times to cancel and no one can help me. The order cancel buttons don't work. Now their agents are referencing an old email from an ex boyfriend who stole my Xbox account years ago, and say my email is associated with 6 different accounts. The ******************** system is completely buggy and broken.Item descriptionQuantityPrice Surface Arc Mouse (Light Gray)Estimated Delivery Date: June 25, 2025 Shipping Method: Expedited 1USD ***** Xbox Wireless Controller Ghost Cipher Special Edition Estimated Delivery Date: June 25, 2025 Shipping Method: Expedited 1USD ***** Surface Slim Pen Estimated Delivery Date: July 17, 2025 Shipping Method: Expedited 1USD ****** Surface Laptop Studio 2 - 13th Gen ***** Core i7, 32GB RAM, 1TB SSD, ****** RTX 2000 ****************** Studio 2 - 13th Gen ***** Core i7, 32GB RAM, 1TB SSD, ****** RTX 2000 *** Estimated Delivery Date: June 25, 2025 Shipping Method: Expedited 1USD ******** Microsoft Complete for Surface Laptop Studio - 4 year 1USD ****** Order SubtotalUSD ******** TaxesUSD ****** Order TotalUSD ********
Business Response
Date: 07/03/2025
Dear ***** *****,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your concern.

We sincerely apologize for the experience youve had. After reviewing your complaint and the recent service request **** **********), we confirm that you finally received proper assistance to return the items. Additionally, we have noted that the items in question are currently in the return process. As previously communicated, once the items are received, a refund will be issued to the original payment method.

If you have any further questions, please feel free to reply to the most recent email related to service request **********.

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

Complaint: 23505421

I am rejecting this response because: You have possession of all items from this order.
Technical problems on your side have prevented me from getting a refund, and a proper price when placing an order.
Today after 30 minutes, your support agent hung up on me. My email is associated with multiple accounts and they cannot figure out what the problem is.
Microsoft has all items form the odde, now refund $4711 to my PayPal.

Sincerely,

***** *****
Business Response
Date: 07/11/2025
Dear ***** *****,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your concern.

As previously mentioned, we have confirmed that the items in question are currently in the return process. Once the returned items are received, refunds will be issued to the original payment method.

For example, we have already received the Surface Slim Pen, and the corresponding refund has been processed automatically. This process will continue for the remaining items, provided they are successfully returned.

Please note that no further action is required on your partrefunds will be processed automatically upon receipt of the returned items.

Thank you for your continued patience and understanding.

If you have any further questions, please feel free to reply to the most recent email related to service request 7080224163.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/11/2025

Complaint: 23505421

I am rejecting this response because:
I returned all accessories in the same box as was instructed by Microsoft. I did not only return a pen, so you incorrectly refunded for the accessories.
i never took possession of the Surface laptop as evidencd by your own website, screenshots attached. I rejected delivery and you have the goods now.
I have called in to support another several times and your agents can't connect my order to ********************************************., despite me being able to see it when I log in. This is because multiple accounts are associated with my 20 year email address. There is a technical problem in your system preventing resolution.

Your failure to promptly refund is damaging me, my credit, and my purchasing power.

Immediately refund me $4711, the total amount of my purchase to my ****** account that was used to purchase.

Sincerely,

***** *****
Initial Complaint
Date:06/23/2025
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.
I have been experiencing unresolved billing and account access issues with Microsoft since May 12, 2025. On that date, I paid my Microsoft 365 subscription fee of $24.00, but received another payment request on May 14. Then, on May 21, my account was deactivated for non-payment.I contacted Microsoft support and was told by a representative that my account would be deactivated and I would receive a $24.00 refund. I never received this refund. I followed up with another representative, *****, who promised a 30-day free trial to restore access once I could log in. However, I was unable to access my account due to multi-factor authentication issues.Supervisor ****** *. became involved in early June but has failed to resolve the issue. She has repeatedly misunderstood the situation, miscommunicated, and caused further delays. She even responded to my email using the wrong name, which raises concerns about her professionalism.On June 12, I paid another $24.00 to regain access, expecting the promised 30-day trial to be applied. However, on June 24, I was again asked to pay another $24.00, and as of June 23, I no longer have access to my account.This situation has disrupted both my personal and professional life. I have repeatedly informed Microsoft that I am unavailable during work hours, yet I continue to receive calls at inappropriate times. The lack of resolution and accountability is unacceptable.I am requesting the following:Immediate restoration of my Microsoft 365 account access.Issuance of the originally promised $24.00 refund.Application of the 30-day free trial as previously guaranteed.A formal apology for the mishandling of my case.If this matter is not resolved promptly, I will escalate the issue to the ************************ (***) and other relevant consumer protection agencies.
Business Response
Date: 07/03/2025
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 7080456023.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/08/2025
I am sending an email to advise this has already been resolved and to please close the complaint.
Initial Complaint
Date:06/23/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
A few months ago, Microsoft locked my account. I have desperately tried to get it unlocked via the Microsoft unlock form, however, i have had no luck. *** provided lots of information about the account, proving that i own it, however they still will not unlock it. That account has personal things on it in Microsoft, including school work etc. i need it unlocked. I have tried and tried but still no luck. Please help me get this unlocked.
Business Response
Date: 07/02/2025
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 the affected email address as well as the email address you used to complete the ACSR.

Sincerely,

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

Sincerely,
Microsoft Corporation
Initial Complaint
Date:06/22/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
So my account got hacked a year and a half ago and I have proof that im the owner of this account but they want things that are very stupid to get, they want card numbers that i have used on my xbox account before but the thing is they are all cancelled because the hackers had the information so we cancelled them to be extra careful, I even talked to a live representative and offered any other identity proof like new credit cards with the same cardholder name, drivers licenses, etc. but apparently they cant use that which is very infuriating, I have been a loyal customer to ********************** for over 10 years I have had that account, I had the account since I was EIGHT years old, im 20 now, and this is how they want to treat me? Dont even want to bother to try anything else or even take a look at way better ways i can use to identify myself like current cards I use, my SSN, or my drivers licenses? But want old cards that people may not have for various reasons? My cards were compromised I canceled them and DO NOT have them anymore.
Business Response
Date: 06/30/2025
Dear ****** *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.
Please visit ********************************** to provide information necessary to confirm you are the rightful owner of your Microsoft Account. This is the only method to regain account access. You can submit the form up to two times per day. Please try to submit information not previously provided.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:06/22/2025
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.
Im trying to recover my Xbox account, which Ive had for over 10 years. I still have access to the Microsoft email and password, and the gamertag is still publicly searchable. However, whenever I try to sign into Xbox Live, I receive a message stating, We cant sign you in because your account has been suspended from Xbox Live.When I go to the Xbox Enforcement website, it shows zero strikes, no active or past bans, and no option to appeal. I contacted Xbox Support, and the representative confirmed they could not access any enforcement history or submit a review request. I was told there is nothing they can do other than wait, even though I am locked out of Xbox Live and no one can tell me ****** requesting a manual review or executive review of the accounts enforcement status so I can either regain access or at least be informed of the specific reason and whether it is permanent. This account holds over a decade of history and purchases, and Im asking for fair reconsideration.
Business Response
Date: 06/30/2025
Dear **** ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issues accessing your Xbox account.
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.
We do not see any enforcement action against the GamerTag you provided. You should be able to regain access to your account through standard support channels, which is the link above.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 06/30/2025

Complaint: 23503913

"I am rejecting this response because: Id like to clarify, because the issue is being misunderstood. I am not locked out of my Microsoft account I can log in to it just fine. The problem is specific to my Xbox **** gamertag: vBLACKxSNIPERv. Whenever I try to sign in at ************************** or use Xbox **** services, I receive the following message:We cant sign you in because your account has been suspended from Xbox ****.
However, when I check the Xbox Enforcement page, it shows:
0 out of 8 strikes
No enforcement history
No option to appeal
This means I have no way to resolve or even understand the reason for this suspension through normal support or enforcement tools.
I am requesting that this issue be escalated to the Xbox Enforcement or Policy Team so they can manually review the account status and determine whether this is a legacy enforcement case not showing in the current system. Again, I am able to access my Microsoft account this is not an account recovery issue. It is an unresolved Xbox **** suspension on the gamertag vBLACKxSNIPERv" I would appreciate a manual review or at least confirmation of the cause and permanence of this block.

Sincerly,

**** ******

Business Response
Date: 07/09/2025
Dear **** ******,
Thank you for your response. We reached out to the Xbox Enforcement Team on your behalf and they have responded below.
This account was suspended for engaging in cheating. Cheating encompasses a number of situations, including, but not limited to:
Involvement with modified (modded) games or gametypes such as modded lobbies, mod menus, mod infections, or other unauthorized modifications
Involvement with modified Xbox hardware
Intentionally playing with someone who is using unauthorized software or methods
Using unauthorized software to make changes to your account or game saves
Unlocking achievements, prestige level, in-game ranks, or other content you didnt actually earn
Repeatedly using a game glitch or vulnerability to gain an unfair competitive advantage
Interfering with or manipulating your device's network traffic
Abusing the player reporting (complaint) system by filing or encouraging your friends to file false or redundant complaints or feedback

Cheating disrupts the game for other players, and diminishes their hard work and dedication. Xbox Live should be fun and safe for everyone and cheating results in an unfair and unenjoyable experience. To ensure that players continue to have a positive experience, we cannot allow cheating in any form.

For more information on why we care about Cheating and Gamerscore Modding, please refer to our Stay Safe page on the topic! (**************************************************************************************************************************************************).

To learn about the length of your current suspension, please visit our website (****************************************************************************************************).

Going forward, please keep in mind that especially bad or repeated violations of Microsofts Community Standards for Xbox may lead to additional action, including permanent account suspensions or device bans.
Thank you,

-The Gaming Safety Team
Customer Answer
Date: 07/09/2025

Complaint: 23503913

I am rejecting this response because: I appreciate the time taken to investigate but I do not recall doing anything that would warrant a permanent ban, and my enforcement page shows no active strikes or detailed reasoning. This account has been with me for many years tied with personal memories and financial invesments. It's possible that my account was accessed/hacked without my knowledge. I didn't recieve any warnings ore reports at the time. I've also never received any evidence or explanation for what triggered the enforcement. I'm not trying to evade responsibility, if something did happen under my account I would like to understand it and ensure it never happens again. I respectfully ask that someone manually review my case, as I believe this may have been an error or result of unauthorized access.

Sincerely,

**** ******
Initial Complaint
Date:06/22/2025
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.
Besides loosing entire set of data previously. Now unable to access any of my extensive Notebooks via Mac OneNote.Unable to re-add OneNote Notebooks to Mac OneNote after it froze and had a sync error banner; other notebooks were still accessible until logging out and back in at which point everything was gone and unable to restore after over 3 hours of troubleshooting with AppleCare, Microsoft support chat multiple times. Attached first chat with Microsoft support. 2nd attempt in progress, but this is unacceptable as I was asked to end the previous chat and I have been on hold essentially in this chat for a very long time to the point I was able to accomplish this complaint.I am requesting a refund on my payments and a damages amount until this issue is resolved. Please issue the refunds monthly. Continued perceived refusal of resolution service will induce a minimum of $100,000 if extended past 15 days. Time is of the essence regarding this matter.
Business Response
Date: 06/30/2025
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 7080166343.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation

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