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I have been in Yahoo’s customer service black-hole hell for 4 days. I suspect that my account has also been hacked and hijacked.

It all started when I tried to set a stock alert 4 days ago. I was asked to log in and I tried to do so but was told that my password was incorrect. Hmmmm.

I requested a new password and never received it. Hmmmm. I requested a new password again and never received it. Hmmmm.

When I emailed “customer service” I was told I had to provide my “alternate email” before they could “verify” that it was really my account. I sent the one I believed I had used as my alternate, and was told that it was incorrect.

I then proceeded to send every email I have ever had, and each time they told me that it was incorrect.

They refuse to talk to me until I can tell them what my alternate email is.

I have asked to have the issue escalated to management, but received an email that said they cannot do anything until I provide the correct alternate email. How assinine! Obviously someone has hacked my account and changed the password and the alternate email, and there seems to be no way to get Yahoo to address the issue.

In one of the response emails they asked me to tell them what my “account verification question” was and the correct response. I have so many accounts on the internet that I have no idea which security question and answer was on file at Yahoo, but, I said, just ask me the question, and I’ll give you the answer. They refused to do that until — you guessed it — I provided the correct alternate email.

What good does it do to have an account verification question?

Lugnut, did you get a live, breathing human being who was actually able to think when you called customer service at the number you provided?

It seems that all the “people” they have staffing the email response center can do is send a canned response which is guaranteed not to be helpful.
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This was not encouraging, but I went ahead and called the number and encountered the exact same torment that the above user described. I did everything that the “customer service” people told me to including sending a FAX of my drivers license, permission for them to enter the account and various other bits of info. they said it would be 12 to 48 hours until I got some help. That seemed a tad long, but I accepted it (what else could I do?) It has now been six days. I was foolish enough to trust Yahoo as a place to keep information that is critical to the everyday doings of my life and now I cannot get to that information. Yahoo has created a fortress that appears built to keep their customers from getting to them to ask for help (unless, of course, they are calling to purchase some premium service) but if you need help, no one wants to talk to you. It is my hope that posting this comment might get Mr. Jackson’s attention, and that as a shareholer, he might be alarmed by Yahoo’s disinterest in helping one of it’s users, and something might finally get done. I find it very difficult to justify EVER purchasing any of Yahoo’s premium services when they are so indifferent towards helping a basic customer with a basic problem.