Complaints

This profile includes complaints for Yahoo!'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Yahoo! has 27 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Yahoo!

  701 First Ave Sunnyvale, CA 94089-1019

• 

  Yahoo! Canada Co.

  200 - 99 Spadina Ave Toronto, ON M5V 3P8

• 

  Yahoo!

  801 - 207 Queens Quay W Toronto, ON M5J 1A7

• 

  Rivals.com

  2950 N Genoa Clay Center Rd Genoa, OH 43430-9733

• 

  Yahoo!

  1708 Smith Lane Fort Mill, SC 29708

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As with other complainants, On 12/31/2022 I was suddenly locked out of my yahoo email service. I did not change any passwords, the issue occurred suddenly. After following all prompts on yahoo mail's website to attempt to regain access I was put into an endless loop of attempting to reset a password. After multiple attempts I was no longer allowed any more tries and was directed to call a help line which was paid help. After finally getting a human on the line I was told that i need to wait 24 hours or pay for help.
  How is this possible? i have had an account for 24 years.
  

  Business Response

  Date: 01/18/2023

  Business Response /* (1000, 5, 2023/01/03) */
  The Yahoo Team has received the details of this complaint and has reached out to*************** to investigate and assist further.

• Initial Complaint

  Date:12/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm trying to get access to my Yahoo Email. I have 2-step verification enabled on my account. I recently just moved and changed my phone number. When doing the 2-step verification, I don't have access to my old phone number. In order to change my phone, I need to call their paid premium customer support.
  
  I called the paid premium customer support and used my other email to verify my account and location. I answered her questions and when it came to give her my credit card information - my billing address did not work in their system. She asked me to give her the correct billing address and I did. I hesitated because I wasn't sure why it wasn't working. She accused me of not knowing my address because I hesitated. I gave her my old address. It didn't work. She stated I need to give her the right address. I told her I did. I asked to have her repeat the address back to me and she refused to tell me the address. She said that it didn't work and had disappeared when she tried to enter it. I repeated my address and she told me that it didn't work. She asked me for the correct address but I didn't have another address to give her. I verified this information with my bank online. The agent was also incredibly rude and demeaning during the call.
  
  At this point, I hung up on the agent, as she was not willing to work with me with the process Yahoo uses. At this point I'm concerned that my card may be misused. The number called was +**************** per the official Yahoo page.
  

  Business Response

  Date: 01/18/2023

  Business Response /* (1000, 5, 2023/01/03) */
  The Yahoo Team has received the details of this complaint and has reached out to ************ to investigate and assist further.

• Initial Complaint

  Date:12/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As of December 5th I have been randomly locked out of my yahoo email account and the recovery phone number was changed to a phone number that has never been associated to me. when I called to resolve the issue they changed the recovery number back to my number and I was able to get into my account and then it logged me out and again the number was changed to a random phone number. I have called several times and they keep saying I have to pay 12.99 to get help from their specialist and they still do not help! I am very aggravated because all my paystubs and important documents go to this email and it's like yahoo doesn't care and I have read on reviews that they are doing several people this way! It is wrong! Please help us properly recover our email accounts
  

  Business Response

  Date: 01/18/2023

  Business Response /* (1000, 5, 2023/01/03) */
  The Yahoo Team has received the details of this complaint and has reached out to **************** to investigate and assist further.

• Initial Complaint

  Date:12/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have two email accounts with yahoo that I no longer have access to because I forgot my passwords. One of the accounts is now showing up on my credit report as an account found on the dark web. The only way a person can deactivate a Yahoo account is if they have access to it, which no longer applies to me. When I try to get help with this, even through their paid service provider, I get disconnected or sent to an automated chat service that gets me nowhere.
  

  Business Response

  Date: 02/02/2023

  Business Response /* (1000, 5, 2022/12/30) */
  The Yahoo Team has received the details of this complaint and has reached out to **************** to investigate and assist further.
  
  
  Consumer Response /* (3000, 7, 2023/01/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Yahoo's policy regarding deactivating email accounts is not protecting honest consumers. The company's response to my BBB complaint was to have me verify my email account with email addresses and subject lines of previous messages. Who in the world can remember subject lines of email messages they sent months ago? When I asked what a person can do if they can't recall this information, the response was to wait more than a year for the inactive account to be deactivated by the company.
  
  All I am asking Yahoo to do is deactivate accounts I no longer have access to. This should be something all consumers should be able to do, regardless of what they can and cannot recall about their account. Waiting around a year not knowing if an account is being used maliciously is much too long.
  
  When efforts to protect consumers are counterproductive, a company needs to re-examine their policies. In this case, Yahoo has to understand that we all have many, many online accounts we are using. Folks sometimes can't remember passwords, and most won't remember subject lines of emails they sent three or more months ago. They need to put better measures in place to verify accounts, much like banks use. If I could go back, I wouldn't have used a second yahoo account as my recovery email. Not having access to either yahoo email account has made it impossible for me to monitor these accounts and protect my identity.
  
  
  Business Response /* (4000, 9, 2023/01/05) */
  The Yahoo team has previously worked with **************** and provided all the support we can.
  
  
  Consumer Response /* (4200, 11, 2023/01/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Working with a consumer should entail more than telling folks there is nothing they can do for them. This is the opposite of working with a consumer.
  
  
  Business Response /* (4000, 13, 2023/01/27) */
  The Yahoo team has previously worked with **************** and provided all the support we can.

• Initial Complaint

  Date:12/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried to access my email account with Yahoo. I have the username and password to the account, and they are the correct username and password. When I input the username and password to access my account, it logs me in, but forces me to answer security questions just to view my mail. I created my account when I was 12 and have no idea what those answers are.
  
  
  So I contacted Customer support via a chat line. Notably, in order to call customer support you have to pay money, so I opted to use the chat feature. I informed the first agent that I had the username and password to my account, and just wanted to log into my email. They said that I would have to send them a picture of my driver's license. When I asked why I needed to do that, as I had never associated the email account with my driver's license, I wasn't given an answer and he said he didn't know. I told him I did not feel comfortable sending my personal ID information unless they could give a good reason, they then said there was nothing they could do, then, and ended the chat.
  
  
  I contacted a second support. This one said the same thing about the driver's license. Hesitant, but desperate, I said I would send a picture of my ID. They sent me a link via a text message, I sent a picture of my ID. They acknowledged they received it, and still said there was nothing they could do with the ID. They then asked me to answer questions about my account that are ridiculous, like knowing the email address, contact name, and exact subject line of an email I sent at least 1 week ago. I told them I don't use the email that much and don't remember that, and they said they couldn't help me and ended the chat.
  
  
  The final agent told me I had to pay him money to continue the chat. When I told him the other 2 agents had never solicited money, he abruptly ended the chat, leading me to believe he was trying to scam me.
  
  
  I have the username and password to my account. I just want to log in to forward my emails.
  

  Business Response

  Date: 02/02/2023

  Business Response /* (1000, 5, 2022/12/30) */
  The Yahoo Team has received the details of this complaint and has reached out to ************ to investigate and assist further.
  
  
  Consumer Response /* (3000, 7, 2023/01/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  In trying to deal with Yahoo in order to get into my account, I have never once felt like I was talking to a real person who was listening to what I was saying. Every person I talked to did not answer my questions, did not acknowledge what I was saying, and just repeated the same vague responses.
  
  I have never received an answer as to why I cannot log in. I would like to emphasize that I have the correct username and password to my account. I'm not asking to recover a password, or change a password, or change anything about the account. I know the username and password. I have logged into my account this way for 11 years. I did not change anything about this account to change the log in method. Yahoo has decided, again for a reason never explained to me, that after logging in via my username and password for 11 years, today I would not be allowed to do that for some unknown reason.
  
  I was indeed contacted directly by a Yahoo representative. He asked me some questions that only the owner of the account would know. I told him that I could answer most of them, but a few of them I did not know. For example, I was asked by one agent to provide the exact email address, exact subject line, and exact contact name of an email I had sent over a week ago. I informed him I don't use the email in question to send emails, and that I probably hadn't sent an email in over 5 years from the account, but I could answer the other questions. Did not matter, I apparently had to answer every single question right, or be denied access to my account. I once again asked the representative why I was not allowed access to my account, even though I had the correct password. The agent said he would not answer that question. I then informed the agent that I use the mail app on my phone with this account, and that I had saved my inbox to my phone and could read the past emails, and if I could prove my ownership of my account through that. It has been 5 days now, and I have not received a response.
  
  I also have never received any explanation why one support agent solicited money in order for me to use the chat feature. I talked to two support agents who never asked for money. Yet one support agent insisted I would be charged to continue to talk to him, as evidenced in the chat transcript I attached earlier. With this evidence, I am forced to conclude that some agents on Yahoo's official support line that either A. Are not properly trained as to what services they can provide and what costs money, or B. some agents on Yahoo's support line are actively attempting to scam users out of money.
  
  The lengths I have gone to to be allowed back into my account, which I cannot stress enough, I have the username and password for, are beyond reasonable. I've been forced to provide my driver's license, (Which did not solve anything and I am beginning to suspect was an attempt at stealing my identity), forced to answer personal questions that have no relation to my account, and been solicited for money by official yahoo support team member.
  
  Once again, I have changed nothing about my account. I am trying to log into the account form the same IP address I have always logged in from. I'm logging into it from the same browser I always have. I am using the same phone to check my email that I have for years. I have not added any extra security measures like two-factor authentification. Yahoo has seemingly put on additional security to my account without my knowledge and is now keeping me out of my account for not being able to get past this security. I don't know why this has happened, and not a single representative has given me a reason why this is happening.
  
  I cannot emphasize how unhelpful and uncaring every representative I have interacted with has been. Flat out ignoring my questions, flippant dismissal of my concerns, and in one case, trying to take money from me.
  
  I remain unable to access my account despite both having my username and password correct and displaying to multiple support representatives knowledge of the account that only the owner could have. Who knows how many emails, business opportunities, and personal messages I have missed because of this. I now begin the long process of trying to find every account I linked to that email and rerouting them to my new email address.
  
  In short, Yahoo has proven consistently unhelpful in assisting me to solve a problem they created, and the behavior of the support representatives is indicative to me of severe systemic issues within the company. I have been left with no choice but to abandon my account which I have used for 11 years and start a new email elsewhere, as even though I have the correct username and password, Yahoo has decided I am no longer allowed into my own account.
  
  
  Business Response /* (4000, 9, 2023/01/05) */
  Before we can assist someone with a Yahoo account, we need to verify that they're the owner. To do this, we need to ask questions based on the information that appears on it. The information we normally look for is not present on the account that you're asking for help with, so we have no way to assist you.
  
  
  Consumer Response /* (4200, 11, 2023/01/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I think this response perfectly sums up the problem. Completely ignoring my questions and my attempt at reaching a conclusion.
  
  You need to verify my identity? I agree. That's what a username and password are for. Which I have. And are correct. Let me verify my identity using my username and password, which is what I have done for 11 years. I have never consented to allowing any other way of logging into my account. Why are you completely skipping the most obvious and basic way of confirming I own the account, the username and password?
  
  I have my username and password. Let me log in. That is all I'm requesting.
  
  
  Business Response /* (4000, 13, 2023/01/27) */
  Before we can assist someone with a Yahoo account, we need to verify that they're the owner. To do this, we need to ask questions based on the information that appears on it. The information we normally look for is not present on the account that you're asking for help with, so we have no way to assist you.

• Initial Complaint

  Date:12/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband tried to get into an email account that he didn't remember the password and forgot password only asked for a phone number that we do not have access to anymore. So, we called the customer support and they ask him to send his ID and he did. They then tell us they can't do anything. Which is unprofessional and is a lie. How else can you unlock an account if they can't even do it. The 'supervisor', hung up on my husband. I have over 5 accounts and have access to them but, we forget 1 password for 1 account that is over 10 years old and we can't get into it. Also, why do they charge for a support service if they can't even help us!? This is so unprofessional and was a waste of an hour and a half on the phone with them. Told us to call back in 3 to 5 days but, why couldn't they just ask us the security questions or send a reset password to the alternate email!? Sounds like a big run around fraudulent situation to me. I also left a complaint on the yahoo complaint line, so, ill see if I get a phone call back. Surely not. I am so over yahoo!!!!! This is all happened 12/29/2022 between 9-11am also they didn't give their names on the help line so. That's why I believe it wasn't a supervisor.
  

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2022/12/30) */ ***************
  The Yahoo Team has received the details of this complaint and has reached out to to investigate and assist further.

• Initial Complaint

  Date:12/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over the past few months ( since September) I have been having issues accessing my yahoo account, for some reason I was unable to access it even though the password or information had not been changed (by me at least) . I had found it odd that I was unable to access it since I have my account details notated in a secure place, when I tried to go through the previous steps of recovering my account however they did not seem to work. I do currently have a 2-factor-authentication on the account but no longer have access to the phone number and have told the yahoo team that, I remembered all security questions, I have the backup email and can confirm the number associated with the account however even though I'm the rightful owner of the email yahoo wants me to pay them a subscription fee for services that should have been free from the get go. If possible I would be appreciative of any assistance the BBB can provide, there is information I am needing on the account that has to due with paid for services that I am needing to access.
  

  Business Response

  Date: 01/24/2023

  Business Response /* (1000, 5, 2022/12/29) */
  The Yahoo Team has received the details of this complaint and has reached out to
  *********** to investigate and assist further.
  
  
  Consumer Response /* (3000, 7, 2023/01/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I emailed them what the issue was an never got a response back, have been waiting about a week now and nothing.
  
  
  Business Response /* (4000, 9, 2023/01/04) */
  The Yahoo Team has received the details of this complaint and has reached out to *********** to investigate and assist further.

• Initial Complaint

  Date:12/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  These scammers,Keep calling especially from area code 914 numbers!
  

  Business Response

  Date: 01/13/2023

  Business Response /* (1000, 5, 2022/12/29) */
  The Yahoo Team has received the details of this complaint and has reached out to ************** to investigate and assist further.

• Initial Complaint

  Date:12/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My old yahoo account had been hacked and the recovery options are not mine. Now they want you to pay for support to get it fixed. I need back into this account as I have a lot of other things linked to this account which I need to change.
  

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 5, 2022/12/28) */
  The Yahoo team will assist ************ with his Yahoo account.

• Initial Complaint

  Date:12/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is against Yahoo. My email account was hacked yesterday and now I am unable to recover it. The hackers have changed password, recovery emails, numbers, everything. They only offer a subscription service of $4.99/mth as the only way to get help recovering my account. I do not need a monthly service subscription; only someone to help me access my email account. Everything online says their customer service is all free amd any phone numbers or anything asking foroney is a scam so I refuse to pay for something that is probably a scam. I would like access to someone who can, for free, help me access my email account. Thank you
  

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 5, 2022/12/28) */
  The Yahoo Team has received the details of this complaint and has reached out to *********** to investigate and assist further.