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.
2,123 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:06/19/2025
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.
My Xbox Live account was suspended from online play and party chat. I don't know why. Just told a vague "this account has violated terms of service" corpo speak.Only thing i can think of was messaged a friend multiple times for a invitation to a xbox party so maybe it counted as spam. But how does that ******* a online suspension from games and not just party chat. I have had people message me inappropriate things and they don't get banned. But all of sudden I'm suspended from online play out of the blue for 2 days. The website says support can not handle suspensions and I can't find any appeal option avaliable
Business Response
Date: 06/24/2025
Dear James Wilson,
Thank you for
contacting Microsoft Corporation through the Better Business Bureau regarding
your Xbox Live account. You did not provide a Gamer tag or Microsoft account email address so we are unable to review your account.

We've provided some helpful links below:
You can review the full Terms of
Use at: https://www.microsoft.com/en-us/legal/terms-of-use
You can review our Microsoft
Services Agreement here: https://www.microsoft.com/en-us/servicesagreement
You can review our Code of Conduct
at: http://www.xbox.com/en-US/legal/codeofconduct
For additional information
regarding your ban or to file a case review, please visit http://enforcement.xbox.com/. After signing
in to https://enforcement.xbox.com with
the account that received the suspension (or the parent account of a
child account that received the suspension), you can navigate to the
Enforcement History section of the website and see your active and
completed suspensions. There is a drop down labeled “Reason for action”
that you can click to see the exact text that resulted in the
suspension. If non-text content was part of the violation, you will
see a message that says “This action occurred due to infringing image,
audio, or other multimedia content in sent messages.”
Sincerely,
Microsoft
Corporation
Customer Answer
Date: 06/24/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23490809, and find that this resolution is satisfactory to me.

Sincerely,

James Wilson
Initial Complaint
Date:06/19/2025
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.
Im writing to formally escalate an unresolved issue regarding the promised entitlement for a free digital copy of Gears of War: Reloaded, which I have not received despite fulfilling all the criteria and repeated follow-ups with Xbox Support.On December 31, 2023, I purchased the Gears of War: Ultimate Edition (Digital) Receipt #**********. The official @GearsofWar ******* account publicly stated that digital owners of this edition would receive a free copy of Gears of War: Reloaded on Xbox Series X|S and PC. This announcement was widely circulated and confirmed by multiple users online, many of whom have since received their codes.I have not received ************ Attempts:First chat support contact: Saturday (June 14), agent confirmed eligibility, escalated the case, and said the code would follow after investigation Case #********** Second chat support contact: Sunday (June 15), again confirmed eligibility. I was told I would receive the code within 24 hours Case #********** The agent emailed me for confirmation. I responded (three times) confirming I never received the code. Ive received no reply since.Further Attempts to Resolve:Posted a public query under the official tweet and sent a DM to @XboxSupport no response Called Xbox support three times:1st call: Agent took my case number and placed me on hold for 15 minutes before disconnecting.2nd & 3rd calls: Disconnected immediately after giving the case number.Ive attached a screenshot of the original Gears of ******** confirming the free offer.This experience has been frustrating and disappointing. Im a long-time customer and expected better from ********************** both in honouring public commitments and in basic customer service responsiveness.Account Details Email: ************************ Gamertag: smileydude87
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 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: 06/27/2025

Complaint: 23490759

I am rejecting this response because:
I have previously had unsuccessful attempts through chat and phone support where help was promised and no outcome was provided.
Case numbers were given and no progress made. In short fob off.
With the resolution suggested I have been given no point of contact and no clear next step.
Sincerely,

*** ******
Business Response
Date: 07/11/2025
Dear *** ******,

Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your concern.

We opened a support case on your behalf and routed it to our Tier 3 support team for further review. Based on your complaint and the recent service requests #********** and SIR21440285, our records show that **** from Tier 3 reached out to you on July 1. **** confirmed that contact was made and that you reported the issue has been resolved.

Given this information, we will proceed to close this complaint, as no further action is required at this time. If you need additional assistance related to this case, please reply directly to the last email you received from ****. For any new issues or general support, you can visit ************************************************.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/12/2025

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:06/19/2025
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.
Lost access to my email ****************** and can't recovery it. It keeps asking for a recovery email. I have my password but it locked my out forcing me to use this deleted email to regain access. The alternate form can't be filled correctly either as this email was barely used so theres no info to fill it out correctly with
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 7080460299.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/07/2025

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:06/18/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Multiple services from microsoft but I tried calling and the phone number wouldn't let me get through which is a violation of I should report to the ************************. I tried blocking my abusive mother and outlook would not let me do it. Outlook is allowing the option of receiving blocked people to junk folders. There is a computer programmer at microsoft, or a few of them, who thought it would be funny to do that to me. I didn't think it was funny.
Business Response
Date: 06/24/2025
Dear Nick Record,
Thank you for contacting Microsoft Corporation
via the Better Business Bureau regarding difficulty reaching support and also assistance blocking an email. We are
unable to verify your account or locate a service request associated with the
information provided in your claim.
If you
have an existing service request for this issue, please update your claim with
that number and we will be happy to help.
If you have not yet contacted support about this
issue, please visit https://support.microsoft.com/en-us to receive assistance
via chat support.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:06/18/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was banned from call of duty and I have no idea on why. I have never even played the new one and when it came out I went on to and it said banned. Now its come to the point I cant play any call of duty on my Xbox and I dont know why. I tried to appeal through Microsoft or Xbox and I never got a response. I am so confused and the only reason I got an Xbox was to play call of duty and I cant even do that.
Business Response
Date: 06/27/2025
Dear Emma Goodrum,
Thank you for reaching out to Microsoft via the Better
Business Bureau. If your concern pertains specifically to the Call of Duty
franchise, we recommend directing your complaint to Activision Blizzard, the
developers of the game, as they are better equipped to assist you in resolving
issues related to their titles.
However, if your inquiry is regarding Xbox Live services,
such as an account suspension preventing access to online gameplay, please
confirm this information, and we will proceed accordingly with your request.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:06/18/2025
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.
Purchased a laptop. Had one year warranty for tech support (still under warranty) Have had numerous problems with computer. Have been sent a new computer once and continue to have a multitude of issues. Tech support keeps wanting to reset computer or send it back. It is not practical to keep resetting computer or sending it back. Tech support never follows up as emails says they will. Have asked for a refund on product and have not heard back in timeline they said they would.
Business Response
Date: 06/25/2025
Dear ******* ********,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding issues with your Surface device. We have contacted a senior member of our Devices Support 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: 07/01/2025

Complaint: 23489326

I am rejecting this response because:
They did respond to me. However my request to get a new unit has been ignored in several emails. They acknowledged I have spent many hours trying to fix the device, yet they keep sending me trouble shooting steps.

Sincerely,

******* ********
Business Response
Date: 07/09/2025
Dear ******* ********,
Thank you for your response. Upon review of your support case ***********) we see that the advocate offered you a standard exchange, which is our only option. A new replacement or refund is not available, based on your repair history and the age of the device.
If you would like to move forward with the standard exchange, please either reach out to the advocate assigned to your case or reply here and we will ask the advocate to get in touch with you.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/09/2025

Complaint: 23489326

I am rejecting this response because: I am so frustrated. It has taken me over a month to get this response. They kept apologizing about wasting my time but continue to send me lengthy troubleshooting steps for me to do on my own. This device has had so many issues and Ive asked for a refund. I feel like this is a special circumstance and all they can do is offer a like replacement. It is absolutely ridiculous and they should be trying to compensate me better.

Sincerely,

******* ********
Initial Complaint
Date:06/18/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello,A few days ago, I tried logging into my Microsoft account *********************************** and received a message saying that my account has been suspended.I looked into the issue and found some forum posts suggesting that I should complete the **** form, which I did. It was successfully verified on my first attempt. However, the account is still locked, and I havent received any updates.I'm not sure what else I can do at this point. I havent violated any terms, and I really need access to my account again for personal reasons. Ive attached a screenshot showing the successful verification, which I completed using the email address ************************************ help me resolve thisit's an important matter for me.Thank you!
Business Response
Date: 07/03/2025
Dear **** H,
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 7080460717.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:06/18/2025
Type:Billing Issues
Status:
UnansweredMore 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 doing fine.I'm experiencing issues with my microsoft account named ************************* It's been complianced locked since like some months now. I also attach you a screenshot of it showing the message (Account_Compliancedlocked.png)I also did that ACSR form already, with my email *************************** and it verified me as the account owner and it has sent me a password reset link, but the account is still complianced locked. I attached you a screenshot too (Screenshot_2.png)So is it possible for you to help me with this issue? I really need this account unlocked for my work. Thank you a lot.
Initial Complaint
Date:06/18/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an Xbox Elite Wireless Controller Series 2 Core (Red) directly from Microsoft on January 5, 2024, for $100.05 (Order #**********). After just over 17 months of normal, careful use, the controller developed a serious hardware defect the left analog stick randomly inputs upward on its own, making gameplay impossible.This controller has never been dropped or damaged and is in pristine condition. It is also registered to my Microsoft account under serial number ******************* defect is widely known among Elite Series 2 controllers and has been reported across Microsofts own support forums for years. I contacted Microsoft Support, and the issue was escalated to their hardware team (Case #**********), but I was told they would not offer a replacement or repair because the controller is out of warranty.This is unacceptable. Under the Uniform Commercial Code (UCC *****), Microsoft is still responsible under the Implied Warranty of Merchantability, which requires a product to function for a reasonable period of time. A $100+ controller marketed as Elite should not fail after 17 months. Microsofts refusal to address a well-documented hardware defect violates consumer protection law.I am requesting a free replacement or no-cost repair of my Elite Series 2 Core ************* Microsoft email is ********************************* but I would like to be contacted at the email address *************************
Business Response
Date: 06/25/2025
Dear ***** ******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********, we see that our Tier 3 advocate Hind had been working with you on this issue. Upon checking, I was able to confirm this case was closed as our agent confirmed the controller is out of warranty. The warranty expires since Jan 5, 2025. Due that we are unable to take any action.

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: 06/25/2025

Complaint: 23488691

I am rejecting this response because: I do not accept Microsofts response, and their refusal to take responsibility for a defective product is both unacceptable and unlawful.

This complaint is not about warranty coverage. This is a case of consumer protection law, specifically the Implied Warranty of Merchantability (UCC *****). My Xbox Elite Series 2 controller developed full stick drift after only 18 months of normal use. There is no physical damagethis was a hardware failure.

At this point, I am no longer interested in a replacement. After enduring Microsofts refusal to comply with the law and wasting my time, I will be purchasing a new controller from a different merchantone that respects consumer rights.

I am requesting a
full refund to the original payment method

Microsofts internal warranty policies do not override state and federal law. Their response fails to acknowledge:

The legal duty to provide a product that functions under normal use for a reasonable period of time

The widespread, well-documented failure rate of this specific product
My right to take further action

If this refund is not processed, I will be filing complaints with:
The ************************
The Missouri Attorney General
And I am actively monitoring this situation for class action potential

This is Microsofts final chance to resolve this professionally before I escalate to formal regulatory enforcement. I am requesting a full refund. The controller has failed under lawful definitions of product merchantability, and I no longer trust Microsoft hardware.

Sincerely,

***** ******
Business Response
Date: 07/03/2025
Dear ***** ******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********, we see that our Tier 3 advocate Hind had been working with you on this issue. Upon checking, I was able to confirm this case was closed as our agent confirmed the controller is out of warranty. The warranty expires since Jan 5, 2025. Due that we are unable to take any action.

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:06/18/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My ******************** of Microsoft) account was hacked. Ive since updated the password, account location and other changed details, but my profile is now restricted. *** submitted multiple support tickets and emails with no response. The BBB is also unable to locate them.This is significantly affecting my professional visibility and needs urgent ****************: *********************** Profile: ******************************************* Regards ***** ****
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 7080459973.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation

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Microsoft is NOT a BBB Accredited Business.