Microsoft Support Reviews 4,883

Can't do anything with their stupid robot, always tells you to do it yourself, if you have an issue and you always will with something that isn't on the Microsoft do it yourself just know that you can't do anything, that dumb AI won't put a human or tell you how to fix it.

THe saga continues.
I got this today:
Hello,





My name is Reggie with Microsoft Global Escalation Support. I understand you would like to close your Microsoft account.

Unfortunately, we are not able to close an account for you. When closing a Microsoft account there is a wait time before the account is completely closed. You can select the wait period to be 30 or 60 days. This is to allow you time in case you change your mind since once the account has been closed, it cannot be reopened. The email/phone number on the account is no longer usable to create a new Microsoft account at a later time. Any files or emails on the account will also be deleted. To delete a Microsoft account please follow the instructions below:


Sign into the Microsoft account here. Note: You will need to be able to verify your security contact method for the account.
Select the either option 30 or 60 days for the account to be closed.
Select Next.
Check the boxes to confirm that you have canceled all subscriptions and used all credits.
Select a reason for closing the account.
Select mark account for closure. ​



You can find more information about closing an account
If you have any questions, please feel free to contact me.



Sincerely,



Reggie

Microsoft Customer Support

Working hours: (Sat-Wed) 8PM - 5AM PHT
My reply was;
I have tried signing in and all I keep getting is: Microsoft

Your account has been locked
We've detected some activity that violates our Microsoft Services Agreement and have locked your account.
How to appeal this and unlock your account
Choose Next and we'll send a verification code to your phone. After you enter the code, you can get back into your account.
This situation is now getting ridiculous and very very annoying I WANT MY ACCOUNT CLOSED Immediately or I will give Microsoft bads reviews on all my social media and other sites like Trustpilot where you only have a one star rating.
W W Sayers
A speedy reply is expected
What a useless Company Microsoft is AVOID them if you can

my account got hacked for 3 days and microsoft says they confirmed it was changed maliciously but they cant do anything because security protocols?! whats the point if the protocols screw the customer over when it matters most

Microsoft, all round,is a big crock of crap.

Wish could give MINUS 10. Bought Office365 or whatever it is called now and paid numerous times for the Family pack at £10.49 and the Single User at £8.49 and never managed to successfuly install it. Last time was 3 weeks ago and spoke to Susan (no last name given) and she tried to help but we were cut off. Sent numerous email and NOT one response, and now filed a formal complaint and a Subject Access Request. My experience with MS has extremely poor and seems I am not alone. With everage ratings of 1.6 and 4400 plus comments it is shameful. They are an ignorant and arrogant company like so many other big corporate companies and I have now found a FREE Word and PDF company that works perfectly well. Is NOT as good as Office365 but it is 100$ FREE and it works. Go to HELL GATES and tke ll ypour staff with you. I hope you are ashamed of this rating but the truth is you probably don't even know or care. DISGRACE

If i could rate zero stars i would. Literally zero chance of talking to a representative if you have a problem. How can such a big company that charges outrageous amounts for its products five zero effort to making sure it's customers are taken care of. Literally one of the worst companies on the planet. I just why to recover my account and memories attached to it and after that I'll gladly find someone else to back up my data through. Id say it's the worst customer service I've ever had but I couldn't even get someone to help me. So id say it's the worst lack of customer service if you have a problem and if you can't figure it out, you're screwed. Don't use anything from microsoft. It's the absolute worst.

Absolute crap. Can never speak to anyone - robots put you through to other robots who put you through to AI who don’t understand “speak to human” and say goodbye before ending the call. It’s the most frustrating thing out. RUBBISH - they should be ashamed of themselves.

Horrendous, they make it impossible to actually speak to anyone. I have spent 3 hours in a continuous loop, desperately trying to speak to. someone.

Dear Executive Customer Relations Team,

I am making a formal complaint regarding a Microsoft account that has been inaccessible for over 12 months, while Microsoft has continued to take monthly payments of £22.99 and process in excess of £1,000 in purchases linked to that account.

The account was registered to a business email address which no longer exists, as the business has since closed. Despite repeated attempts over the past year to recover the account using Microsoft’s prescribed recovery process, I have been repeatedly rejected by automated systems and have been unable to speak to a human being at any point.

During this time:
- My son has been denied access to his Xbox account and associated services
- Microsoft has continued to debit my account monthly despite the account being locked
- Payments have continued to be taken from a card that has since expired
- Significant charges have accumulated on an account I cannot access, manage, or cancel
- No reasonable alternative support route or human escalation has been made available

The denial of my son’s access to his account while continuing to take payment represents a fundamental failure to deliver paid-for services. Combined with the continued debiting of an expired card and the absence of meaningful customer support, this constitutes a serious failure in billing governance, customer protection, and accessibility.

Unless this matter is resolved immediately, I will be instructing Smith and Grant Solicitors to take formal legal action to recover funds, restore access to services, and address Microsoft’s ongoing failure to provide adequate customer support.

In parallel, I am preparing to raise this matter publicly, including on professional platforms such as LinkedIn, to highlight the real-world impact of Microsoft’s account recovery and billing practices particularly where children are denied access and no human support is available to resolve the issue. Or where that support is prepared unhelpful regurgitated nonsense.

I am therefore requesting, as a matter of urgency:
1. Immediate suspension of all billing linked to this account
2. Restoration of my son’s full access to his Xbox account and associated services
3. A full investigation into all charges taken during the period of inaccessibility, including those taken from an expired card
4. A full refund of fees and purchases made while access was denied
5. Direct contact from a senior Microsoft representative with authority to resolve this matter

I would appreciate written confirmation that this complaint is being handled by a senior escalation or executive relations team.

Advertised first month free on Microsoft Office, then took the money out of my account anyway.

The application wants to keep signing me in when it already has my sign in protocol.

The chat feature would not work. I tried over and over and over. I ended up calling what I thought was a tech support number and am the victim of a phishing scam. I thought this could never happen to me. Right after getting off the phone, I thought something was weird. I ended up canceling my debit card, changing passwords, getting Norton internet security, changing to Firefox, and trying to recover $200 from a walmart purchase. I hope they found it funny when they could no longer get access.

I do take the time to say when things go wrong. This time, I was positively surprised by the service I received. Contrary to today's ways, the rep took the matter in her own hands, followed it up over various shifts and resolved the issue - all whilst maitaining an extremely professional manner, kindness, and providing assurance every step of the way.

I have a surface pro 9 with high specs. The pen I was sent out does not work with the device- so I found out after nearly a year!!
I went on line to the service agent- John his name was. Couldn’t ask for a better person to deal with. Polite, genuine and seemed to want to fix the issue. After telling me it was not the right pen he said arrangements works be made to send a new one and get the old one FEDX back to them. Great all good.
That’s As far as it went. It’s been two weeks, nothing further has been organised. This is effecting my livelihood as I have to gain clients signatures when I visit. Now I’m stuck, crickets make more noise than what I’m hearing back!!! Frustrated & angry now

Extremely unhappy with you Microsoft. Taking down our email ALL day with ZERO accountability and no explanation other than when it "may" be back. No wonder you have thousands of 1-star reviews. Companies across the country lost millions of dollars today because of you and your inability to fix an issue quickly. What are we paying you for anyway? And your response to the outage is unacceptable.

When you call their number they tell you to go online and hang up. There is no customer support

I needed help with getting my Stupid safety code (still haven’t received via Email) contacted the support and they STILL COULD NOT HELP ME WHAT A JOKE. Try to call them because I thought,hey maybe they might be a human that could help me Nope, what I got was an AI that was unhelpful where are the humans?! I wish you could give them negative Stars, because that’s what they deserve.

Got new 7 Z fold phone moved everything from my old phone but cant get my emails aross went on microsoft kept saying wrong.password so change password and email amd give my new phone number logd in again the said to get a code but keeps coming up my old phone number been trying this since christmas dont know what to do HELP

As a former owner of two Surface laptops as well as multi-years of M365 subscriptions by the end of 2025, I am writing this last but least message during 2026 MLK day's weekend to raise a series of concerns that go beyond individual dissatisfaction and point to systemic customer-harm risks created by Microsoft’s current approach to account security, AI-first customer support, and subscription governance. These issues resulted in my complete exit from the Microsoft ecosystem and, more importantly, expose reputational, regulatory, and trust liabilities for the company, especially to Copilot.

1. Account Security Design That Disenfranchises Long-Time and Elderly Customers

Microsoft’s account recovery and verification systems effectively lock out elderly users who cannot satisfy modern, behavior-based security heuristics. In my case, a family member lost access to an account held for over 20 years, with no human review, no exception path, and no remediation.

This represents a structural failure: security systems optimized for scale now function as irreversible exclusion mechanisms for vulnerable populations. From a governance perspective, this raises questions about duty of care, accessibility, and long-term customer stewardship.

2. AI-First Support Without Human Override

Microsoft’s support model prioritizes automation and AI containment over resolution. When these systems fail—as they did repeatedly—customers encounter no meaningful escalation path. Human agents appear constrained by scripts and lack authority to correct system-generated harm.

The net effect is a support architecture that can create damage but cannot reverse it.

3. Irreversible Financial Harm Caused by Support Actions

During a support interaction regarding Game Pass billing for grandchildren, a Microsoft representative cancelled my grandson's subscription without consent. I was subsequently informed that:

* the cancellation could not be reversed,
* my previous pricing could not be restored,
* and I must repurchase at a higher price.

This occurred despite the service functioning correctly prior to contacting support. Regardless of internal policy, this violates basic principles of procedural fairness and introduces material trust risk. Support interactions should not worsen a customer’s financial position—yet here, they did so permanently.

4. Fragmented Support Ownership and Accountability

Contact channels—including those provided by Microsoft Experience Center staff—route customers into dead-end automation loops or globally distributed call centers with limited contextual understanding and authority. No single role owns resolution. Even this experience center's contact number at (212) 824-3100, the call would directly bring the client to overseas in a dead-end loop. No one is accountable for outcomes.

A critical governance question follows: Can Microsoft leadership themselves resolve a complex, non-standard issue by using the same support channels provided to customers?

5. Strategic Impact: Loss of Trust and Revenue

As a direct consequence of these systemic failures, I have exited Microsoft’s hardware, software, and subscription ecosystem and redirected spending to competitors. I do not believe this outcome is unique. The design choices described above actively convert long-term customers into permanent losses.

Conclusion: The issue is not one bad interaction, but a pattern

* automation without accountability,
* security without reversibility,
* support without authority,
* and policies without remediation.

At board level, this should be viewed as a customer trust, brand, and regulatory risk, not a support KPI problem. Without restoring human override paths, reversible actions, and clear ownership, Microsoft’s scale will continue to amplify—not absorb—customer harm.

Respectfully submitted,
A former Microsoft customer on 2026 MLK day

Trying to recover email. I was able to reset the password and now they send a code to my old number. No one is willing to help. Poor customer service.