Microsoft Xbox Customer Service
Rated 1.87 of 5 Stars
Based on 38 Complaints

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Microsoft Xbox Contact Information

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  • Better Business Bureau rating

    A+

  • Customer service hours

    24 hours a day

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Top Microsoft Xbox Complaints

Browse more than 38 reviews submitted so far

20

Xbox 1 system has no consideration for us folks that live in the country out of town were internet speeds are very slow like myself using hughsnet. I can play games on my xbox without being connected to the internet which is fine, I leave it on when not playing so my game I am playing can update. The problem I am having is not being able to control when your company wants to update my xbox every 2 weeks. The updates for xbox take three to four days to download meaning I cannot play my game for 4 days. If I choose to play offline sometimes my game will not work because it needs updated but because xbox does not give me the freedom to choose not to update it when I connect to the internet xbox takes over and does its updates then preventing me from doing anything for 3 to 4 days. When it is update time I the owner of the equipment should have an option to pick do not update xbox and still stay on line, the only option is update, go offline, or turn off machine. You need to add (do not update and stay online) so I as a user with poor internet speeds can still use my xbox and me as the owner decide when to update not you telling me when to update.

20

hello, we first bought an xbox one console last September. In November when the console was turned on there was audio but the screen would appear white with purple vertical lines. We would turn it off and same would happen- so we returned this to JBHIFI. As it was within 100 days of purchase, they just exchanged it on the spot. Then, 2 weeks ago our xbox one console was plugged into our projector in our theatre and there was a loud pop noise and then a burning smell. a red light appeared on the projector so we assumed the bulb blew so ordered a new bulb at a cost of $187. In order for my son to comtinue to use the xbox he moved the same console into the lounge and set it up there. A week later the tv stopped working and there is a white screen with purple vertical lines. It had no visual just audio. I unplugged all and set it up later hoping it could cool down but it wouldn't work. We brought the xbox back to JBHIFI and the manager was happy to do another exchange but I am cautious now being our 3rd console and the issue being already repeated 3 times that it will probably happen again. Also I am out of pocket $187 for the replacement bulb and potentially more money to repair the tv. the common denominator in the scenario is the console. it is not a coincidence. I called the support line on 25/2/19 and explained at length my issues but didn't get any help or sympathy at all so I am making an official complaint. I am a repeat customer but not a happy one. this is a safety issue with these consoles causing a surge to my appliances and I don't believe I should be out of pocket because of it. JBHIFI have returned both consoles to you so surely you will test them and see there is an issue. I am not comfortable that my house is safe with this console and as a resolution I want to be compensated with the $187 for the bulb and the tv repair cost.

20

You have charged my card $140 with out my consent nor written or verable! I've called an talked to customer service several times they were supposed to Investigate an Refund my money! You've cost me overdraft fees! I've spoken to a lawyer! You need to contact me on this matter! Thank you! 706-499-3269

20

i have complaint about my suspensions that I need to talk about my communication

20

Just wanted to renew my gold membership then there was confusion called customer service now been charged twice. Been over 72 hrs and know one can tell me what’s going on what’s going to happen is my online account going to get shut off or am I just getting refunded for one charge with my membership renewed? Its Christmas weekend I’d really appreciate to know as soon as possible

20

I purchased a new xbox for my son and then signed up for the free month of xbox live, but was not on my son's xbox account. I asked to transfer to my son's account and was told nothing could be done even though no part of the free subscription was ever used. Something that costs the company hardly a thing and is used to help boost sales only to deny their customer use of the service is a horrible way to try to win over a first time customer.

20

I hate to admit but I have no idea about how xbox and xboxL stuff works , I just know that i agreed to let my son get a "money on a card " to activate 3 months of games etc. Unaware cause my husband never received paper statements so never thought to have to worry about any charges . Oh hell was I wrong I finally pulled 1 of our 8 Wells Fargo accounts and started checking the charges kept showing up each month , not just one but for some unheard of reason we have recurring payments each month for 3 xbox and xboxl memberships . I called found out something isnt right with more than one account maybe but were talking regular charges for 1) xbox= $9.99 monthly or @) $24.99 for the Gold subscription or #)$60;00 for the year. NOT ALL # 3 for 1 person 1 account

20

I have been trying to get on to find out why my son's account was suspended and I hate Microsoft because I can't get my account' Microsoft is a piece of shit company. I'm thinking of going to a PS4. I don't think it's fair that someone can report you without you knowing and having a case review before they cut off you playing time. I absolutely hate them.

40

I`m sick of paying for the gold package and not getting anything good. the demos suck not to mention nothing on there is new. I am a 360 owner and a lot of the newer games aren't being made for the 360, more or less call of duty. not everyone has funds to buy a new system every year. i pretty much have given up on Microsoft and will be switching to playstation.

40

My 300+$ Xbox Console was banned via serial number. You know, granted had i actually violated their terms, or done something wrong i probably wouldn't be upset. But, I didn't. I rarely spoke to anyone, i played my games & minded my business and one day, boom, banned. Microsoft has no way to contact their enforcement team, which is who sends out the bans/suspensions, which means i won't ever know why it got banned, I never even received an email about it or any anything from Microsoft. All i do know, is I am not spending the money to get an entire new console to play the games & talked to a few people every now & then. This is ridiculous and I'd like a solution.

20

I bought 1 month of xbox live. Credit card bill arrived with them charging me twice for one month. After waiting on hold for an hour, the Microsoft customer service rep said he would credit my card but I would loose 3 days of service that I paid for in the 1st month. What? That don't make sense. The rep said that's that. Wow. Can these people really treat me like this?

40

Did not know xbox left me live in June as my payment was not received. I had a new card but when i went to pay July's they took double payment which is wrong. On my account it says 5.99 not 11.98 ridiculous it is shame on you all and it was their fault.

40

I have a subscription to Xbox music and too often have problems. Tonight anything I haven't paid for has locked up after a few moments and looking for Billy Squier I got noting liking what I have been getting. My real complaint is that there is no complaint list on the main site. I had to go and goggle for one.

40

The xbox games are terrible, keep going back to very beginning and having to starty over. Bring back the old Mahjong and Solitare. My other computer runs Ubuntu and the games are far superior.

20

I went onto xbox redeem codes and I entered the redeem code from amazon and I entered it and it said it was successful but when I tried to use it on my xbox it did not work. I tried to enter the redeem code on my xbox and it said it has been used and I still hadn't had the 3 mont xbox live gold.

40

Comcast X Box 1 is a Fraud. Since I got my my X BOx1 my TV shut off to reboot while I am watching TV. My Fax machine can not send multiple paper faxes. I was suppose to get $50 credit on my bill that didn't show up on my bill. Complete lies and Fraud. I will be looking into other services to replace Comcast soon.

40

My problem is that i can't uninstall Microsoft standard programs the usual way. The windows store isn't that bad the program is good and made with hard work, but it has NOTHING to offer compared to the steam store. So my problem is i want to delete those programs because they offer me services that i find annoying like when i start up my computer it asks for my password from the xbox app. I want to be free in what i use and have on my computer but you people must stop forcing the consumer to use your programs that have nothing to offer except minecraft and an old halo game.

40

Here is my complaint. I have been an Xbox user for many years now. I recently upgraded from the 360 to the Xbox One. I work a lot and some times go a month without playing so I buy my gold membership a month at a time. I recently bought a $15 Xbox card and added it to my Microsoft account thinking I could buy a month of gold membership and have $5 left to rent a movie. But when I went to pay for my gold it would not allow me to use my Microsoft account balance. I think this is absolutely ridiculous.

Why can't I pay for it with my Microsoft account balance? Money is money, and I'm about ready to take mine elsewhere. I have spent thousands of dollars on Xbox over the years and I have about had it with nonsense like this. I am seriously considering trading in for a Playstation 4. They don't make you pay to play multiplayer online. Good day to you.

60

My Wife bought me Xbox one for Christmas. She bought the Madden bundle. I was disappointed when I opened the box and found out there was no Madden disc game. Just a download card with a code. So I tried to download it and in the process used up my data for the month of January 2016. I called my carrier Verizon to see if they could fix my mistake. They said it was totally my fault and there was nothing they could do. So it was cheaper to cancel my services with them. So now I'm out $520.00.

Cancelling my Verizon 4G and getting service from Frontier. Why can't you just give customers a disk. So I'm asking you for some compensation. Like a Madden game disc and maybe throw in a couple other games of my choice. By the way the full game is still not downloaded on my Xbox one yet. Right now I'm not a dissatisfied customer yet. I will leave that up to you and your customer service department to make this terrible situation right.

20

I had purchased the XBOX ONE bundle from Microsoft online for my son for Christmas. Christmas morning came and he was so excited as it was his very first gaming system of his own and could not wait to set it up and play. I was so happy to see his reaction as he does not smile much or get excited about too many things. He removed it from the box and set it up. He then turned the system on only to receive an error message. His eyes started to tear up and I reassured him there must be something not hooked up properly and I would have it working in seconds. Well it turns out I did not know what I was talking about because he had set it up properly it just did not work. I felt sooo bad my heart broke as he slumped into his room. I immediately contacted customer support to see if there was a problem with the system.

After waiting for 30 minutes I finally talked to someone who had told me I had to buy a flash drive as I did not have one big enough to store files I needed to download to fix the problem. I then ran out on Christmas day to purchase the flash drive which cost me 15 dollars. Between cooking Christmas dinner and downloading files to try and fix the issue I was up until after midnight with no luck on getting it to work. My Son said to me Dad you should get paid for all the time you spent on the computer trying to fix this because it is brand new and should work. I told him yes but unfortunately that is not how it works. So the following day I was back at it again. Supper time came and it was still not working and my son says dad just return it he was so upset. By this time I was ready to return the system as I was frustrated and Pissed Off.

I kept at I and at 11:30 pm on the 26th of December I finally got it to work. However after fixing it the emotion was not there anymore because he was so upset at this point that he could not get that excited about his gift. I am so upset with this company as it ruined my sons Christmas day. I want to know how a corporation this huge can sell products that cost a fortune yet do not work when you receive them. I own a lot of electronics including a computer, tablets, cell phones and game systems. the only time we have had issues its been with the xbox systems.

My oldest son had gotten the xbox 360 for Christmas a few years ago and it lasted a month and had to be sent back for repairs. after getting it back it lasted 6 more months and went again. He was so mad he through it out. We own a Nintendo wii a playstation 3 and have had them for almost 4 years and not an issue with either of them. In conclusion I wanted you to be aware of the issues with your system and the displeasure of my 12 year old son.

40

I am complaining as I haven't received my xbox one i ordered on the 15 December 2016. I ordered a xbox one from the website for my little boy. I used my bank card, gave all my details. This is the bit that makes me angry as i have no email from them even know they said they will email me? I have no evidence to prove to you that i have ordered one online, this is down to your poor service , i know its Christmas and you get busy, but is this what you do to people? Its scamming! Its fraud! I rang up to complain and tell them whats going on, but all they said is to wait as its been ordered should be with me soon, do i believe that?

Why taking so long? Why haven't i received no email? Why haven't i been contacted? Why has money been taken our of my bank? Where is the Xbox? Microsoft is not a great company, i hope other people can see this. If you do not do anything about this? I will be taking this as further as this can go?

40

I had placed a deposit on an Xbox Elite. When I went to the Best Buy store to pick it up I was told that they were sold out.. I feel that this is bad business. I had a deposit for them to hold one which they did not do. The Santa Rosa store is where this occurred.

40

Ordered Xbox One 500 GB System Bundle, which the advertisement showed included Gears of War and Fall Out 4. Only received Gears of War. Very disappointed, that is why I made the purchase and feel like this is a total scam.

40

I bought FIFA points 2,200 on 11/26/2015 and downloaded them to my account. My grandmother paid on her Mastercard. When she checked her official Xbox account it was charged twice $21.39. Only one download was done. On 11/27 I downloaded Need for Speed $4.80 also same card. We called and spoke to Xbox customer service with no help, told me to have her dispute with her bank after being on the computer chating for over 45 min. I feel you can tell it was only downloaded once and her credit card should be credited. What a horrible corporate policy to deal with.

40

My niece purchased an X Box in Dec. 2014 & has been having issues with it since. She has contacted your support dept. many many many times only to be given the run around, lied to & even have the call deliberately disconnected. Your so called support dept. wants her to pay $130.00 for repairs. She only works part time now & has a baby to support she doesn't have that kind of money. Now she's stuck with a product that doesn't work. What kind of corporation are you to selling defective products to consumers. We would like this issue resolved A.S.A.P.

60

My niece purchased an xBox in Dec. 2014 & has been having issues with it since. She has contacted your support dept. many many many times only to be given the run around, lied to & even have the call deliberately disconnected. Your so called support dept. wants her to pay $130.00 for repairs. She only works part time now & has a baby to support she doesn't have that kind of money. Now she's stuck with a product that doesn't work. What kind of corporation are you to selling defective products to consumers. We would like this issue resolved.

60

Its bull that I cant get the PlayStation app on this phone. I understand Microsoft runs Xbox. But Xbox sux. And I cant run the PlayStation app on this phone. Frankly its a reason to switch phone types in my book which I will be doing unless you can get your act together. Xbox is lame. PlayStation rules.

40

I purchased a xbox1 it was under warranty it was a bad xbox1 I called them they gave me options on getting another one the option I chose was the express delivery so they put a hold on my bank acct. for $400.00.I received the new xbox1 in a box with a return label so I took it out of the box put the bad one in the box put the label on the box sealed the box and returned it. according to fed x delivery date and my bank records they took the money out of my account after they received the old xbox1. I have called many times trying to fix this matter I was told by them twice that they didn't understand how this could happen because they said they both saw on separate occasions where they received the xbox1 that I sent back they both had a supervisor or someone approve it and said I would receive my refund now they are telling me to go thru legal help me understand. No help from the MSFT complaint line, horrible customer service.

60

I have had it with Microsoft! I purchased an Xbox One at the end of May. It was a special Halo edition that I had to order and wait for, thru game stop. In the beginning of July it would not eject one of my brand new games. The disk could be heard grinding inside when I turned on the machine. I paid $60 dollars for the game. I called customer service and took their option called the advanced exchange, which sends me an Xbox to use while the repair mine. This cost $15. My only other option was to pay for postage to return mine and wait without an Xbox for them to fix mine. They ended up telling me to keep the replacement Xbox, however, my $60 game was still stuck inside the original machine, which I had returned. I called customer service and explained that their hardware destroyed my software.

This call lasted approximately 1 hour in which I had to explain my situation 3 times before it was understood by the rep that I just wanted my game replaced. The rep then proceeded to tell me that it wasn't a Microsoft issue, but that I need to call the game publisher for a replacement. I said no it's Microsoft's issue because their hardware took my software. I asked for a supervisor and was told that my only "option"was to by the game with my own money from the Xbox store and he would refund me. I reluctantly accepted this resolution but did not have funds available for two more days.

I then played email tag with the supervisor for 2 weeks until they finally called me back to follow through with this resolution. The original rep called me and told me to purchase the game and then to end the call with him, so the supervisor could call me back from the supervisor station to process the refund. I did and waited a whole hour before the supervisor finally called me back. He processed the refund and we ended the call. I the tried to play the game and the refund he processed removed the purchased game from my console.

So I have $65 tied up on my card while the refund process, which is why I wasn't happy with this "option" in the first place, and also no game. I have a Sony playstation 4, and have had it for a year. I have never had an issue with it. I had an issue with my PS3 once and it was dealt with quickly and professionally. I am going to copy this entire post and post it to every media medium I can. All I want is my game. Also I would like to actually speak to someone at Xbox in the U.S., who was some authority to fix my situation and even that was impossible. Boo Microsoft.

60

I was stupid enough to charge my games for windows account with some money a few years ago. Since Microsoft closed this service, they just transferred the money as a balance to the microsoft or live or xbox account. I'm actually not sure about it. In some places I can see my balance and in others I can't. Last year I was informed about this transfer of the account balance and I have tried to use the money by buying something. Since I don't have any xbox, I wasn't really able to buy anything and I have informed the support in some forum. They said it's a new system and they can't do anything. Surely soon there would be more items to buy. They didn't have a solution for me.

Just recently I have received another e-mail that my money is about to become invalid and I have to use it. Here is was I tried. I've tried to buy accessory in the Microsoft Store. There I can't access my balance and they ask me for credit card or paypal information. I've tried to buy movies from the xbox video app, but since I currently live in China, I can't buy anything. The system asks me to change my region, which I'm allowed to do once in 3 months. And of course China hasn't got the video or music app support. So changing the region would be stupid. Not even using a VPN works. By the way, since I'm Swiss I'm only allowed to download those movies in German and French (if I were able to buy them that is ....) and I'm not able to see them in the original English language. WTF?

This is bad support, a bad system and in the end Microsoft steals my money by making it invalid and not giving me any working options to buy anything. Yes, I shouldn't have charged my windowslive account and yes I should have used up the money earlier, but seriously?... This is my money and they close services and don't even offer a refund and I'm not even able to buy the limited and overpriced items they offer?

40

My xbox one wont let me access Shadow of mordorbundld that i downloaded in the xbox store whenever i try to access it in my games and apps it says do you own this game and its really pissing me off because that game cost me 64 dollars please fix this problem thank you!

20

Microsoft Xbox took a payment out of my bank account that has left me with £175 bank charges. I don't even own an Xbox, so my card has never been used for Xbox as I don't have an account with Xbox. There is no details of my bank on your system as I have phoned. The service was shocking, and they put the phone down on me on the second time I rang as he couldn't understand what I was telling him. I am very shocked that this happened and hope you can resolve this in some way as now I'm going to struggle to feed my 10 month old son due to this. I hope to here from you soon.

60

Once again I find myself emailing a complaint to the Microsoft Xbox giant who, by now should have been able to fix the difference in server times between different countries as at this moment in time if is impossible to play your CoD Black Ops 2 or MW3 on line due to England's slow server time (as it isn't even in England) therefore giving the opposition players an instant advantage of being able to see me before I can see them. This is blatantly obvious when you watch the re run kill after I have been killed. When are you going to rectify this as we in England pay one of the highest prices for games and consoles!

20

I bought a new xbox one and it worked for a while but then it wouldn't download any games and then after a while whenever I went to turn it on the symbol on the front of the xbox lit up but my controller wasn't connecting and on my tv it said no signal. I bought a new hdmi cable but that didn't help it out at all. I took it to where i bought it and when they plugged it in it worked fine for them but it started doing the same thing that it did before and I repeated the process and it worked till it updated and when it was taking forever I wondered if something was wrong because of the time it took so I was told to unplug it then plug it back in and I was told it would work but it just did the no signal thing again. But I had never unplugged it during an update before so the original cause of the problem is still unclear to me and nobody at Gamestop where I bought it knew what was wrong. So it is still doing it and saying no signal.

20

You can rarely get on destiny or use another of live content. And it is payed for. A refund maybe.??

60

Bought my son a Xbox one for Christmas. A week ago it would not load his games. Took it back to the store and received a new one had to pay $50 for a new warranty. The new one he has had for less than a week, now the controller stopped working and some of the voice commands don’t work. This is a brand new system what the hell. The Xbox one doesn’t even compare to the 360. I can see why playstation is outsell the Xbox One.

60

My gamer tag was changed by xbox system. I’ll called in several times to get resolved the customer service was rude, and some reps hung up. I’ve been given miss information and my issue to date still hasnt been resolved.
When i had to do a security update on xbox for some reason it woulnd go through and i know my password.

I then logged in online and saw a different gamer tag. I then called xbox, spent several hours on phone no luck the guy stated he submitted a ticket to resolved and in 24-48hrs it was going to be resolved, well nothing happen. I called and was told 3-5 days, I called again it was 5-7 days. Mind you each time i call i’m having to repeat everything over again.

After a week i call back for a rep to till me the ticket submitted wasn’t done right and had to be resent. This was a sup she advise me it would be 24-48 hrs and done…. you guess right nothing happen. I spoke with a sup on the 10 and was advise it shows to be complete on the 4-11-13 well that’s today.

When i called today the rude rep Josh stated nothing had been done and they are still waiting on a different department to complete that no could contact. I spoke with sup Justin he told me i need to wait again 7-12 days mind you this has be going on for 12 days. I’m so done with xbox. I'm going back to play station and can’t wait till the ps4 comes out.

60

I purchased 12 months live membership in a card format for my son for Christmas. He set it up as he had done for the previous year and continued to play as usual. Last week he became locked out so I entered my hotmail address, password and answered the secret question only to be told that it was invalid. After endless attempts I rung the helpline and was advised that my hotmail account had expired as it had not been used. The advisor told me that I’d have to set up a new email address and buy the £40 live membership again.

I was not happy and even less so when he also said that any extras bought for certain games,e.g. maps would also have to be bought again. The Hotmail was specifically set up by me for use with Xbox live as I use btinternet for my day to day emails. How they can say the hotmail has not been used is ridiculous as my son spends every waking spare minute he has on Xbox live competing with his friends.

I am extremely annoyed with the system and my son is devastated at not being in online contact with his gaming friends.

 

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