HEY MARCO, MARIA, JOEM.....
YOU HAVE ESCALATED ME RIGTH OUT OF THE SITE AND BACLK INTO THE CYCLE OF AUTOMATED RESPONSES AS PER THIS MESSAGE TODAY!!!
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 | General Issue | 09/14/2013 20:13 |
Subject: 1217137204 From: Escalation Agent Hi, W... Subject: 1217137204 From: Escalation Agent Hi, Welcome to private support of Microsoft. I understand that you're having problem signing into your account. We recommend you to try to regain access to your account by validating it. Please follow the steps below to go to Microsoft account recovery: 1. Click on this link- https://account.live.com/ResetPassword.aspx 2. Enter the Microsoft account you are trying to recover. 3. Enter the characters you see on the picture, and then tick on Next. 4. Click on I can’t use any of these options. 5. Under Where should we contact you? Provide an active alternate email address. 6. Click on Next. 7. Fill out the form and provide as much information. 8. Click on Submit. If you passed, you'll get the reset link right away to your alternate email account entered on step #5. If the system needs further validation with the information you have provided on the questionnaire, it may take 24 hours. Please do let us know how you get on and somebody will work with you if the problem continues. Regards. | ||
WHAT IS IYT YOU MISUNDERSTAND????
I WANT MY HOTMAIL NAME BACK!!!! ALL MY COLEAGUES AND CHILDREN STILL HAVE THEIRS/...
GOOGLE ASKED ME TO PAY $0.30 TO REACYTIVATE A LOCKED GMAIL EMAIL ACCOUNT WHY CAN'T YOU FOLKS???
READ THE MESSAGES BELOW AND GET ME A TEMPORARY PASSWORD TO USE TO UNLOCK MAY ACCOUNT!!!
shane_mckenna asked on August 23, 2013
Hotmail 'Locked out' and re-activation process complaint!!!
I have been locked out for 1 week and been unable to "re-activate" my account using password re-sets, code activation using my alternate email address.
1) The automatic code reactivation has not been sent to the correct address despite resetting this data for you.
2) The submission of sample email headers, addresses, mother's birthplace, previous passwords, credit card data and even current XBox live data has not been enough to prove that I am the owner of the same account. An account that has been active for over 10
years!!!!
You have hidden behind an automatic process that has not even allowed me to succeed!!!
I have:-
1) tried to use a code finally sent to my alternate email address via this 'newly created' Hotmail account without success!!!
2) been refused to acknowledge the 3 new passowrds that I have tried to re-activate my account with!!!
3) been refused to continue with the re-activation process stating that I have tried too many times!!!!
You have my existing data, emails and addresses, stored files. !!!!!
You have seriously interrupted my current business activities, you are costing me money by preventing my clients form contacting my persoal email address!!!!
You have reneged on your commitment to secure services and in actual fact are certainly to be criticized for fraudulent supply of software.
I demand to have a HOTMAIL technician deal with this complaint as I have spent hours trying unsuccessfully to get the process done myself and yet it is clearly designed to prevent me from succeeding despite my submission of as much personal proof data as possible.
WHAT IS IT GOING TO TAKE FOR YOU FOLKS TO UNDERSTAND THAT YOU ARE HOLDING CLIENTS TO RANSOM BY PREVENTING SUCCESSFUL RE-ACTIVATION????
WHAT WILL YOU DO TO MAINTAIN MICROSOFT'S REPUTATION.
THIS IS APPALING AND I AM BITTERLY ANYGRY TO BE DEALT WITH IN SUCH A FLIPPANT MANNER.
GET SOMEONE TO RESPOND TO THIS EMAIL AND HELP ME !!!!!!
SHANE P. MCKENNA
DUBAI, U.A.E.
shane_mckenna replied on August 25, 2013
I have been locked out for 1 week and been unable to "re-activate" my account using password re-sets, code activation using my alternate email address.
1) The automatic code reactivation has not been sent to the correct address despite resetting this data for you.
2) The submission of sample email headers, addresses, mother's birthplace, previous passwords, credit card data and even current XBox live data has not been enough to prove that I am the owner of the same account. An account that has been active for over 10
years!!!!
You have hidden behind an automatic process that has not even allowed me to succeed!!!
I have:-
1) tried to use a code finally sent to my alternate email address via this 'newly created' Hotmail account without success!!!
2) been refused to acknowledge the 3 new passowrds that I have tried to re-activate my account with!!!
3) been refused to continue with the re-activation process stating that I have tried too many times!!!!
You have my existing data, emails and addresses, stored files. !!!!!
You have seriously interrupted my current business activities, you are costing me money by preventing my clients form contacting my persoal email address!!!!
You have reneged on your commitment to secure services and in actual fact are certainly to be criticized for fraudulent supply of software.
I demand to have a HOTMAIL technician deal with this complaint as I have spent hours trying unsuccessfully to get the process done myself and yet it is clearly designed to prevent me from succeeding despite my submission of as much personal proof data as possible.
WHAT IS IT GOING TO TAKE FOR YOU FOLKS TO UNDERSTAND THAT YOU ARE HOLDING CLIENTS TO RANSOM BY PREVENTING SUCCESSFUL RE-ACTIVATION????
WHAT WILL YOU DO TO MAINTAIN MICROSOFT'S REPUTATION.
THIS IS APPALING AND I AM BITTERLY ANYGRY TO BE DEALT WITH IN SUCH A FLIPPANT MANNER.
GET SOMEONE TO RESPOND TO THIS EMAIL AND HELP ME !!!!!!
SHANE P. MCKENNA
DUBAI, U.A.E.
WAKE UP FOLKS .....
You have locked me out and refused to assist with the re-activation process and in fact have done NOTHING to assist me in this whole fraudulent shambles!!
TAKE note that my account: (Removed PII) has been locked by you without due respect for my actions to abide by your draconian regulations.
TIMELINE:
1. 1st Account recovery request (Removed PII) was closed by you on AUG 16 advising me that I should resubmit verification.
NOTE: You DID NOT SEND the code to my alternate account (Removed PII)
2. 2nd Account recovery request issue # (Removed PII) closed by you automatically on AUG 17
3. 3rd account recovery request issue # (Removed PII) also refused and closed by you following several attempts by me to recover the account by means of verification codes.
NOTE: You DID NOT SEND the code to my alternate email address and in fact I started using my 2nd email address to receive the codes!!
4. Password reset links sent to my 2nd alternate email address (Removed PII). I receive a code # (Removed PII) which only sends me around the circle again to the start of the Verification document process again since you did not accept the code
to reset the account !!!???
5. AUG 21 I send you a complaint email from (Removed PII) to ask why the account is still locked??? No response.
6. AUG 22 - I receive a password reset link from you and then a Account Recovery request # (Removed PII)which goes unanswered since I have to go around the Verification document process again. YOU DID NOT SEND any of this to my 1st alternate email i.e.
(Removed PII)???????
7. AUG 22 - You refuse to unlock my account saying that you have not received enough data to verify that I am the owner???? This time I requested you send me an SMS TEXT message as per your site directions. This was supposed to be received at (Removed PII).
NOTE: I DID NOTE RECEIVE ANY COMMUNICATION FROM YOU DESPITE YOUR ACCLAIMED PROCESS ??????
8. AUG 23: I submit Account recovery request # (Removed PII)
This time I include
a) Name, Date of Birth, Mother's birthplace, Country of present residence and establishment of original HOTMAIL account, 10 + years ago , several recent passwords, several recent email headers BUT MORE IMPORTANTLY ......
1: Current credit card details used to purchase current XBox LIVE membership !!!!!
2. XBox LIVE data
STILL YOU LOCK ME OUT??????
You advise me updating contact details???
1: I gave you my direct Mobile # in the U.A.E ?????!!!!
2 I gave you my second alternate email address:- (Removed PII)
YOU have not fulfilled your side of the equation here: You did not send any data to my first account recovery email address and YOU DID NOT contact me by SMS TEXT at any time this past 10 days!!!!
SO there you have it Microsoft, ..... a sad little story of automated emails and significant stress ...ITS no wonder Balmer is leaving.... your staff do not respond to email support since they can have it done by a robot in a database ...
YOU have lost me customer database emails, files stored as attachments, and goodwill from a process that is clearly designed to be divisive.
Contact me directly via my email at (Removed PII)...don't send your dog!!
Arvida R. replied on August 26, 2013
Forum Moderator
Hi SHANE P. MCKENNA,
We apologize for the inconvenience this issue has caused you. Please be advised that this issue has already been forwarded to our Escalation Team. We'll get back to you as soon as a resolution has been made or if we need more information.
Your patience is greatly appreciated.
Thank you,
Arvida
shane_mckenna replied on August 26, 2013
In reply to Arvida R. post on August 26, 2013
Thank you for your assistance at this point. I agree that some patience on my side would help both of us at this stage.
My only request is that you could contact me effectively using my gmail address.
Regards
Shane
Michael_M. replied on August 28, 2013
Forum Moderator
In reply to shane_mckenna post on August 26, 2013
Hi shane_mckenna,
I apologize if this issue has caused. I understand the urgency. Please be informed that there's no definite time frame on when a resolution or workaround be presented. Your issue is still under investigation of our senior support analyst. Kindly check this thread time to time for further updates from our escalation team.
Thanks!
Michael_M.
Joem_P. replied on September 4, 2013
Forum Moderator
In reply to shane_mckenna post on August 26, 2013
Hi Shane,
Kindly check your alternate email address for the details as our Microsoft Account Global Escalations Team already responded to your concern.
Thanks,
Joem
shane_mckenna replied on September 7, 2013
In reply to Joem_P. post on September 4, 2013
Excuse me Joem, but I advised you all clearly that my alternative email address is as follows:
(***removed for security and privacy)
Microsoft has NEVER sent me an email to the original email address: (***removed for security and privacy)
So, since I have not received any response form your Escalations team, I shall persist in asking why you have ignored all the authentic data that I submitted.
As well, you have not acknowledged the fact of NOT SENDING and response to my original recovery email address.
Shane
MariaCorazon_C. replied on September 8, 2013
Forum Moderator
In reply to shane_mckenna post on September 7, 2013
Hi shane_mckenna,
We apologize for the confusion. Please be informed that the escalations team sent you a private message from this post so you can provide information in a secured environment.
Please click on "You have a private reply to this message" link just above your post to view the message. Note that you need to be signed in to the Answers forum to view the link.
If anyone else is having the same issue, please create a support case using our secure e-form.
Thanks,
Maria Corazon
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