Complain About Xbox - learn how to file a complaint

Trying to find the right person to talk to at Xbox can feel like a side quest with no reward. Here’s a breakdown of the best channels to use, so you can hopefully spend less time searching and more time getting your issue fixed.

Getting a hold of them can feel like unlocking an achievement in itself. Here are some realistic wait times.

• Call or request a callback during off-peak hours, like mid-morning on a weekday.
• Have your Gamertag, console serial number, and any previous case numbers ready to go.
• When you connect with someone, ask for a reference number for your case right away.
• Keep your explanation clear and to the point. They deal with a lot of calls, so getting straight to the issue helps.

If Xbox support is giving you the runaround, don't just give up. You have other options to escalate the problem. First, make sure you've given their internal support team a fair shot, as most external bodies require this.

Better Business Bureau (BBB)

Filing a complaint with the BBB is a solid next step. It's a formal process, and companies like Microsoft are often motivated to resolve these to protect their rating. It's not a quick fix, but prepare to wait. Microsoft usually responds after a reminder or two.

Your State's Attorney General

For more serious issues like deceptive practices or major billing fraud, you can file a complaint with your state's Attorney General. This is a serious consumer protection route and should be used when you've exhausted all other options.

Small Claims Court

For significant financial disputes where you feel you're clearly in the right, small claims court is the final option. It's a formal legal process, so be prepared with all your documentation, including every email and chat transcript.

Subject: Formal Complaint: Unresolved Issue with Gamertag [[Your Gamertag]] - Case #[[Your Case Number]]

To Whom It May Concern,

I'm writing again to resolve an issue with [[briefly describe the problem, e.g., an unauthorized charge for Game Pass]]. This is my third attempt to get this fixed, and my problem remains unsolved despite contacting support on [[Date]].

On [[Date]], my account was charged [[$Amount]] for a service I had already cancelled. Frankly, having to track this down and spend my time chasing a refund has been incredibly frustrating.

To resolve this, I need you to issue a full refund of [[$Amount]] to my original payment method and provide written confirmation that the subscription has been terminated.

Please be aware that if this isn't resolved within the next 72 hours, my next step will be to file a chargeback with my credit card company and submit a formal complaint to the Better Business Bureau.

Thank you for your prompt attention to this matter.

[[Your Name]]

• Ask for a supervisor immediately. If the first support agent is clearly not understanding the issue or is just reading from a script, politely but firmly ask to be escalated to a manager or supervisor.
• Use social media with a case number. A public post on X to @XboxSupport that includes your case number shows you've already tried the official channels. A user on Reddit mentioned this was the only way they got a response about their broken Elite controller.
• Request written confirmation. Whatever the resolution is, ask for it to be sent to you in an email. A verbal promise is not enough. You need a paper trail.
• Keep a simple log. Note the date, time, agent's name, and what was discussed for every single interaction. It feels like overkill until you actually need it.

Tired of explaining your controller drift issue for the third time to a new support agent? Sound familiar? The endless hold music, the disconnected chats, the robotic email replies. It's designed to make you give up.

Pine AI handles the repetitive follow-ups and the annoying pushback for you. It keeps your complaint active and pushes it forward so you don't have to. No more endless email chains. Just give us the details, and we'll be the persistent advocate on your behalf. Seriously, let us handle the headache.