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I give the team on twitter immense credit for their timely responses and actual attempts to resolve customer issues. That was 4 days ago, and this morning (after tweeting that I was still awaiting a response) I received a completely new email from Microsoft Escalations Support, not acknowledging my previous reply, requesting even further information like my Xbox console ID and SkyDrive private files – which would be great … if I owned an Xbox or had ever purposely stored anything on SkyDrive.

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I promptly received an email from Microsoft Support requesting a reply with additional information for a manual verification. The twitter team have been the only semi helpful contact throughout this whole ordeal. After taking to twitter I thought I got a little further – the twitter team that I had 16 years worth of emails, documents and information in my account and forwarded my situation to a high level Escalation Agent.

Never in my life have I heard of someone losing complete access to their email. Especially since at this point it seems like I’m never regaining account access.Īmy and dad.

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Probably would have been a good idea to have kept an offline record of their contacts. There do, however, remain a few rare species of human being out there who go about their day to day lives without touching social media – like my father, my youngest sister and my grandparents.

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My only consolation is that with the advent of social media, I can fairly easily get the word out that my email access has been blocked – though not to my professional contacts. It normally stresses me out if I don’t reply to an email within 48 hours (I generally strive for a very clean inbox!), and it kills me that not responding to business emails is probably making me look incredibly unprofessional. WHAT IS YOUR DEPARTMENT FOR OTHERWISE?!!!Īpparently just to waste excessive amounts of my time and rub salt in my wounds.Īnd, dear Rose, you obviously don’t understand how important it is for me to recover my Microsoft account, because as a travel blogger, this account is an integral part of how I generate income. No, sorry, I do not understand that the only way to regain access to my account is to prove ownership by submitting a validation request. The 72 hour waiting period would have not been an issue if they hadn’t continued to offer me a response within 24 hours.

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If that wasn’t frustrating enough, after politely confirming that online verification had failed, I waited another 3 days for an email recommending I move on and create a new account. They pointed me to the online verification form.Īfter providing the Escalation Agent with an incredibly detailed description of the problem (online verification had failed and I am currently traveling so phone verification is out), describing the urgency of the issue (all of my business emails are forwarded here and I have flight and hotel confirmations stored which I need for my current travels), and providing bucket loads of accurate information about the account including old passwords, the current password, the date I last changed my password, current and previous personal information, recent contacts I have sent emails to, the content of those emails, the subject lines of those emails, as well as folders within the account, I waited 3 days for an automatic reply directing me to fill out their online verification form. Next step: Chat! To this day, I still don’t understand the point of Microsoft chat representatives, all of whom wasted multiple hours of my time only to tell me the online verification was the only way to regain access, or alternatively I could file a request for support from an Escalation Agent. The stress is distracting me from the fact that the Galapagos Islands are right outside my window!