Complaint Review: Microsoft - Internet

My son was locked out of his Microsoft XBox account for “suspicious activity” toward the end of 2023, and I have since been trying to get the account reactivated.

I went through the process of working with CDOC Case Management (who only reached out to me after I posted a complaint on another website, pissedconsumer.com, as my many requests through the official support portal on their website were ignored) and, after providing the representative with a 60 page document providing extensive evidence of ownership of the account, I was informed that they were satisfied that I had successfully demonstrated ownership of the account and, as such, the account was now unlocked.

Elated, I immediately tried to login to the account only to find that I was still unable to do so. I contacted the representative to inform her of the situation, and she sent me back through the same process that I had just gone through. I pointed out that I had just gone through that system, and that it was that system that had led me to my communications with her, and she simply redirected me back to the beginning yet again.

I requested a phone call, and she responded to say that a phone call would be possible (her exact words were as follows: “We can arrange a phone call if you want”). When I responded to accept her offer of a call, she responded with an email stating that my case is now closed and that I would need to restart the process to get any additional help.

I have since emailed her three times pointing out 1) that I have already gone through that process with her, and 2) that she offered me a phone call in the email right before the one in which she stated that the case was closed and no further help is available. I have not received a response to any of those messages. I need help with this issue. I am beyond frustrated with what has been an unnecessarily long, complex, and burdensome process.

In total, I have lost approximately $4000.

For anyone considering becoming a Microsoft customer, I would suggest that you strongly consider alternatives. My story is not unique. A quick search of the Microsoft Forums, Reddit, and a myriad of review sites are rife with similar stories, many of which describe experiences substantially more economically (and even emotionally) devastating than my own. One heartbreaking story I encountered is that from a woman who used Microsoft’s cloud storage service as a repository for videos and photos throughout her children’s entire lives. When Microsoft locked her out of her account (for similarly ill-defined reasons as those they gave me), she lost everything. The recordings of her children’s births? Gone. Photos from major events in their lives? Gone. It was an incalculable loss for her and her family.

In all of my years as a consumer of a wide range of products involving electronic accounts, I have never experienced anything like Microsoft’s punishing lack of customer support, relentless referrals to a standardized but wholly ineffective account recovery service, and sheer disregard for its customers. Banks, who control access to all aspects of our financial wealth do not require a fraction of the effort that Microsoft requires to restore access to accounts including nothing but video games, movies, and photos.

It is baffling that a corporation would act with such aggressive disregard for its customers, a disregard that borders on outright cruelty.

And, once again, I want to point out that, in my case, Microsoft explicitly established that I had demonstrated ownership of the account. I was able to meet their ridiculous threshold. It took months of effort, massive amounts of documentation, and,

ultimately, contact initiated via means outside of the official Microsoft protocols.

And yet, despite their own determination that I had established ownership of the account and their agreement that the account should be unlocked, they have not done so.

So, for those of you considering purchasing from Microsoft, I would beg that you keep this company’s actions in mind and think hard about whether or not you want to put yourself at risk. There are excellent alternatives who will treat you with the respect and consideration you deserve.

For those of you who have already experienced similar treatment, please share your story far and wide. As I mentioned above, the only way I was able to get Microsoft to contact me was to post on pissedconsumer.com (make sure to select the option to send the review to the company if you do), but there are many other sites as well, and I have posted on as many as I have been able to find, including trustpilot.com (which also allows those who post to have the review forwarded to Microsoft) and sitejabber.com. I have also filed a complaint with the Better Business Bureau (https://www.bbb.org/).

Please also do not simply limit your attempts to get help from Microsoft to the broken “account recovery system” that simply does not work that you have likely been referred to over and over and over again. I have encountered the following email contacts that I would encourage you to use to reach out to Microsoft:

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]

 

If you have exhausted all of these avenues to have your issue resolved through Microsoft, you do have other options, and I want to present some of them here. Unfortunately, these only apply to those who live in the United States of America. If you live outside of the USA, there are almost certainly similar options in your country.

 

First, you can file a complaint with your state’s consumer protection office. Each state has different laws and regulations, and each consumer protection office has its own guidelines, resources, and capabilities, so the process is going to vary widely. Thankfully, the Federal Consumer Financial Protection Bureau (which, unfortunately, does not provide assistance with issues connected to electronic commerce other than financial products) provides a list of each state’s consumer protection office here: https://www.usa.gov/state-consumer. Simply find your state and reach out to the office. Unlike many of those who work in government agencies, those who work in consumer protection are often extremely passionate, energetic, and truly eager to help consumers face megacorporations and others who take advantage of their customers.

 

Second, you can file a suit again Microsoft in Small Claims Court. Each state has its own system in place for handling Small Claims Court, but, regardless of what Microsoft might try to tell you, you are allowed to sue them for whatever you have lost if they have blocked access to your account resulting in the loss of everything you have bought and paid for regardless of what state you live in. Thankfully, Small Claims Court is designed to be inexpensive and is intended for those who will not hire a lawyer, so the courts are more supportive of and sympathetic to regular people presenting their case before the court. The National Center for State Courts provides a list of the websites for each state court system in the United States: https://www.ncsc.org/information-and-resources/state-court-websites. These do not link directly to the Small Claims courts, but they should be easy to find with a quick search.

 

-----------------------

I want to end by saying that Microsoft will continue to act with impunity as long as there are no consequences for their bottom line. That reality can engender feelings of powerlessness. They are an oligopolistic megacorporation with virtually limitless resources, and they seem to revel in that fact.

 

But we are not powerless. In fact, we have ALL of the power. If we act in a coordinated way, then Microsoft will feel it and they will adjust. If we all fill every review site with calm, objective, but unflinchingly accurate descriptions of Microsoft’s mistreatment, then they will see it and feel it when those cumulative reviews give others pause and stop at least some consumers from choosing Microsoft services.

 

If we file complaints with our state consumer protection offices, eventually those offices will realize the extent of the problem and will act.

 

And if we, as I believe we should and as I plan to do, we take Microsoft to court, we force Microsoft into the court system, at least some of us will win. And even when we lose, Microsoft has to pay their lawyers to research the case, prepare for court, and show up for the proceedings because we deserve our day in court. We deserve the chance to make our case and show that they are acting poorly. All of that is going to get very expensive if we do this. And courts will take notice if they see case after case against Microsoft.

 

And, should you take Microsoft to court (as I sincerely hope you do), the court records from the case will be public records, which means that you can share them with the world. Even if you do not win the case (and you may very well win), publicly airing Microsoft’s “arguments” and their official statements while under oath will not reflect kindly on them as a company. Any insulting, hostile, or otherwise dismissive comments can be shared with the world as official representations of the company’s position. That bad PR will absolutely hurt them.

 

-------------------

We can win. All we need to do is act.