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Initial Complaint
07/24/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have held an email address with Yahoo for many years. Many of my accounts are attached to this email. After a security incident that occurred last month, I updated my password and added two factor authentication. Unfortunately, I could not remember my password after doing this. In order to regain access to my account I was required to purchase the Yahoo *************************** The service agents I spoke to were dishonest, saying that I could reset the password on my own & that having them reset the password required the paid service. This was a flat out lie. Their system was unable to reset my password without an agent, I tried using every possible avenue. My account was held hostage until I paid for their service. I almost missed my flight because of their actions. Please see the following:- the transaction occurred on 7/24/24 - I paid the business $14.14 for the Yahoo **************************** Using account access to make me subscribe to a paid customer service is a dishonest business practice - They have not tried to resolve the issue - My yahoo email address is *************************************
Business response
07/25/2024
The Yahoo Team has received the details of this complaint and will reach out to the user to investigate and assist further.
Support for this users issue is available through our main phone support and it requires a paid subscription. Non-paid support is handled through our online help pages.

Customer response
07/25/2024

Complaint: 22038059

I am rejecting this response because:
The Yahoo! Team did not reach out like they stated. They also suggested once again my problem couldve been solved via non paid customer support features online which is false. The business is using a flaw in a security feature to hold customers email hostage. Its a shameful practice and they should stop doing it immediately. Refund my payment or the complaint stands.

Sincerely,

*********************
Business response
07/29/2024
The Yahoo Team has received the details of this complaint and will reach out to the user to investigate and assist further.
Customer response
08/01/2024

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
07/22/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On the morning of 7-20-24 Yahoo deleted my entire inbox ****************************************** I immediately submitted a recovery request. No response after initial request, on 7-21-24 submitted another recovery request again no response. As of 10am EST 7-22-24 no response or recovery of deleted emails. Time is running out on the 7 day recovery window. Please contact me here or at *************************************** ASAP.
Business response
07/22/2024
The Yahoo team contacted ************************* and performed a mail recovery for their account.
Customer response
07/23/2024

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
07/20/2024
Complaint Type:
Service or Repair Issues
Status:
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.
my email is ********************************** They will not let me sign in,recover password, delete account, anything without paying for phone support. there is zero way to do this online. They insist I sign in with a device used previously. Those devices no longer exist. I have repeatedly entered my phone number on multiple devices to get a verification code, no code is ever sent. They keep pushing me to make a paid phone call.
Business response
07/22/2024
The Yahoo team contacted *************************** and was unable to assist due to inaccurate information provided on the account.
Initial Complaint
07/19/2024
Complaint Type:
Customer Service Issues
Status:
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.
I find NO reason on their "Guidelines" for the reason of not being able to post on ***************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************. My reply is "glad to know you can afford it. ** refuses to do anythin g due to income being below poverty level. NO disability or anything. I could get it. But at 75% of income? Get real." what is there they fiind offensive? There seems NO real way to contact them. Even postal mail gets ignored. IF you find how this violated their policy. Let me know.
Business response
07/23/2024
The Yahoo Team has received the details of this complaint and will reach out to the user to investigate and assist further.
Customer response
07/23/2024

Complaint: 22015655What do you think I did before contacting the BBB! Further your response
has NOTHING regarding the reason yahoo itself never responded. Along
with no real manner to contact you. Where is there ANYTHING in your
agreement about limniting the number of postings. Further your poor
response does nothing to explain what was in my attempt to find in your
policy EXACTLY what was in my posting you found offensive. Atlleast I
have YOUR coontact and will use it frequently.

I am rejecting this response because:

Sincerely,

*********************
Business response
07/26/2024
The Yahoo Team has received the details of this complaint and will reach out to the user to investigate and assist further.
Initial Complaint
07/18/2024
Complaint Type:
Product Issues
Status:
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.
Was on a site n lost all my yahoo cant get on or reset cant get no help or get to talk to yahoo I have no access to my email dianeavonlady 73@ yahoo .com number is **********
Business response
07/19/2024
The Yahoo Team has received the details of this complaint and will reach out to the user to investigate and assist further.
Initial Complaint
07/18/2024
Complaint Type:
Customer Service Issues
Status:
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.
**************** is unwilling to update old contact verification information on my account unless I subscribe to premium service. They will not allow me to delete my email account.
Business response
07/18/2024
Yahoo has received the complaint and will reach out to assist directly.
Initial Complaint
07/15/2024
Complaint Type:
Product Issues
Status:
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.
i have yahoo as my email provider i have had yahoo for years and cant change now. I am getting unwanted emails in the the form of advertisement I need the email service to correspond with my pharmacy , quest diagnostics , and my doctor offices my condition is serious as i have pulmonary hypertension I am on medication that needs to be monitored closely I now pay for a service by yahoo to eliminate un wanted email such as advertisements but i get more i am up to 8100 at this writing and am losing my medical emails
Business response
07/16/2024
The Yahoo Team has received the details of this complaint and will reach out to the user to investigate and assist further.
Initial Complaint
07/15/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
As of March 20, 2024, when I tried to log in to my email on frontiernet.net (my previous email provider), I was no longer able to do so because they went out of business and transferred my email account to yahoo.com. When I tried to log in following frontiernet.net's instructions, I was not able to. I have tried every avenue, including online account recovery and over the phone with customer service, with no success. I am often unable to understand what the customer service operators are saying (due to their thick accents and my lack of technical jargon knowledge). They also are asking to speak with my husband, whose name *** or *** not be on the account, but he has dementia and has never used a computer, the internet, or email, which I have explained to them repeatedly. He becomes very confused and agitated when they asl to speak to him. They also ask us very difficult questions to very our identities. For examples, "What is the name of the custom folder you created?" and "What is the subject line of an email you sent and the name of the email address you sent it to?"I and my husband are in our late eighties and we are having difficulties with their policies of identifying ourselves, due to memory difficulties and communication barriers. I have asked if I can nominate my granddaughter to communicate with them on our behalf, but they say it has to be my husband and me. We have no issues with identifying ourselves, and can provide various forms of ID, AND several copies of emails sent from my email to hospitals and family members! I need access to the emails ASAP because it was my primary form of communication with doctors for my and my husband's medical communications concerning various health issues and medical history and treatment, including cancer. We are in currently undergoing our second battle with cancer as a couple, and we need this info. Please help us. We have been struggling with this issue for three months.
Business response
07/16/2024
The Yahoo team contacted *************************** and assisted with regaining access to their account
Customer response
07/21/2024

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.
Thank you SO MUCH for your help!
Sincerely,

***************************
Initial Complaint
07/11/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I moved from ****** to the ************* in August of 2021. At this time I switched my cell phone from a Canadian provider to an American provider without issue. Last week I upgraded my U.S phone (I-Phone). Their was some complications with the transfer of data from my old phone to the new one. I was able to work out most of the complications. However, my yahoo account will not allow me access. When I attempt to login, I enter my password, then it goes to the secondary authentication section. Once there, there is several options to verify your identity. However, the phone number, e-mail and what's app associated to my account are all under my old Canadian number which I no longer have access too. I contacted Yahoo and they refuse to help me because my address ends in .ca. They advised they cannot help Canadian clients as it is against the rules. When I asked for the Canadian complaint line I was told it doesn't exist. Therefore because I opened the account when I was 14 in ******, I'm screwed. However, I live in the U.S and my cell phone is an American phone. This is the only e-mail account I have ever owned/used. I have many important contacts, documents and receipts within this account and it is imperative that I regain access. I will not accept there is nothing I can do. If my address ended in .com they advised that they would have been able to help me.
Business response
07/16/2024
The Yahoo team contacted ******************* but received no responses.
Initial Complaint
07/10/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I do not have access to the old phone number associated with my yahoo account. I created this account a while ago and have changed numbers since, I put in the correct password to access my account and it asked me to verify with the old number. I called support and they want to make me pay extra to unlock my account. This is a free email service there is no reason I should pay to get it back and they should have a better system in place to retrieve it as Im sure this is a common issue. I have a lot of things associated to this email, and cannot access any of them without it. Id like to change the number associated with this account so that I can log back in.
Business response
07/18/2024
The Yahoo team reached out to ******************************* and assisted with regaining access.

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