Business Profile
Internet Services
Yahoo!Headquarters
This business is NOT BBB Accredited.
Find BBB Accredited Businesses in Internet Services.
Complaints
This profile includes complaints for Yahoo!'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,193 total complaints in the last 3 years.
- 970 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/16/2022
Type:Service or Repair IssuesStatus: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.
yahoo has locked me out of my email account and refuses to let me log in. I get the verify code on my phone and put it in but then I cannot log in. I tried everything and could not get logged in. Then I called the human help line, had to verify with my drivers license and then got told the only way to get in was to pay for monthly! They tell me the password is wrong and it is not, The only option is to pay for what was a free service.Business Response
Date: 11/01/2022
Business Response /* (1000, 5, 2022/10/19) */
The Yahoo Team has received the details of this complaint and has reached out to ********** to investigate and assist further.Initial Complaint
Date:10/14/2022
Type:Customer Service IssuesStatus: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.
Yahoo mail's security service has locked me out of my accounts and the only customer service now available is a paid-for subscription service. I cannot regain access my accounts without buying their customer service subscription, this is extortion. For an advertised as free email service it is entirely unacceptable to charge customers for access to their own accounts.Business Response
Date: 10/26/2022
Business Response /* (1000, 5, 2022/10/17) */
The Yahoo Team has received the details of this complaint and has reached out to ********** to investigate and assist further.
Consumer Response /* (3000, 7, 2022/10/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Fortunately I have managed to recover the accounts without receiving any assistance from Yahoo, but I feel my complaint still stands. In my opinion it is highly unethical to charge a fee to Yahoo members to contact customer service directly for an email service that has always been described and advertised as free. I urge yahoo to consider reversing this policy.
Business Response /* (4000, 9, 2022/10/20) */
The Yahoo team is pleased to hear ********** issue has been resolved. We have provided our contact information if they have any other issues.
Consumer Response /* (4200, 11, 2022/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not at all satisfied,since there has been no resolution. I fixed the problem myself. Yahoo did not offer or grant any help, or solutions. Nor have they repaired the serious flaw in their security.
To claim that yahoo did anything at all other then create the problem is absurd. Yahoo has done nothing at all to address this issue, nor have they offered any solutions.
This matter is not at all resolve in my opinion.Initial Complaint
Date:10/14/2022
Type:Service or Repair IssuesStatus: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 recently purchased a new iPhone and trade in my old one. I also changed my phone number. When I tried to login to one of the yahoo app (yahoo finance) it asked me to use another yahoo app (yahoo mail) to verify. Because of the new phone I got , none of those app was signed in. Which I could not sign in to yahoo even tho I KNOW my username and password. So the next option is to send a code to the phone number on file , which I had changed my phone number recently so it doesn't work. The last option is to call their customer care phone number to resolve the issue. The rep said the only way for me to login to my account again is if I paid $12.99/month so they can assist me on changing my phone number on yahoo system. I refused and then the rep suggested me to pay a one time $9.99 for them to change my phone number. I refused again, then he said then there s nothing they can do about it unless I pay $9.99 I hanged up and looked for other solutions to log back in to my yahoo account. But there was really no other way. So I had to call back to customer care again to pay for $9.99 one time , so the yahoo agent can update my phone number on their system so I could login.
During the conversation I told the agent I think it is unethical to charge your client fee to bypass a security problem. Most important thing is the rep verified by ONLY ASKING ME WHAT WAS MY PHONE NUMBER REGISTERED ON YAHOO FILE. it seems like they don't care about the security issue, they only care about charging service fee. What if I'm a fraudster and called in with my old number and just paid $9.99 to hack into an account. The rep told me she respect my opinion. But there s nothing she can do on their side.
For a big company like yahoo to charge client $9.99 to retrieve an account is just ridiculous and unreasonable.
Please have someone look into it. I m not sure if it is a BBB issue, but I'm sure the business is unethical for doing so.Business Response
Date: 11/01/2022
Business Response /* (1000, 5, 2022/10/19) */
The Yahoo Team has received the details of this complaint and has reached out to************* to investigate and assist further.Initial Complaint
Date:10/13/2022
Type:Service or Repair IssuesStatus:ResolvedMore 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.
Short version, happy to provide more as requested: Yahoo has locked my 2 email accounts and refuses to let me in unless I pay for their new "premium support services". Take the "unusual activity" code requirement off and I can get in them. There is no "unusual activity", not even a different computer accessing them.Business Response
Date: 10/17/2022
Business Response /* (1000, 5, 2022/10/14) */
The Yahoo team will reach out to************** regarding her Yahoo accounts
Consumer Response /* (2000, 7, 2022/10/17) */
Good afternoon*******,
Yahoo contacted me, released the accounts and I am now able to access them. Thank you for your assistance. It means a great deal.
Sincerely,
****************
Consumer Response /* (2000, 11, 2022/10/15) */
A Yahoo representative reached out to me, the accounts were released and are once again accessible to me. Thank you BBB for your prompt assistance. It was greatly appreciated.Initial Complaint
Date:10/12/2022
Type:Service or Repair IssuesStatus:ResolvedMore 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 an ********* email since 2009. All of a sudden I was denied access on Oct7, 2022. AT&T technicians will not help me access my account. Their excuse is that they have a new policy that no longer allows them to reset passwords. I am frustrated because I have over 13 years of emails that I cannot access, some very critical information included. I have since created a new gmail account but am not able to forward my emails from the ********* email. I have wasted hours with AT&T staff and their various departments. Their Digital Assistance Center (DAC) used to be able to reset passwords in the past, is what I was told. Even they have not helped me retrieve my emails.Business Response
Date: 10/18/2022
Business Response /* (1000, 5, 2022/10/13) */
The details of this complaint are in regards to an AT&T owned account. Please reach out to AT&T directly for assistance. ***************
Consumer Response /* (2000, 7, 2022/10/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
AT&T Texas resolved the issue. No further action is required at this time. Thank you!Initial Complaint
Date:10/12/2022
Type:Customer Service IssuesStatus: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 went to login to my account on yahoo, and the error "This email is not recognized" occurred. I then tried to use my verification email and phone number but also did not work. I called them, and they said they would email me. They asked for a name on the account to verify which I gave them and they said thats not correct, so it mustve been hacked and someone switched it because I literally have proof of the account username and the name of the account still on my app before it prompts me to login. It feels like theyre not even trying to really help me out, I have important stuff on there and I need it back and it seems like they dont care. Oh and they dont provide actual support in Canada, so im basically screwed which is just dumb. I will provide proof the name and username that I have, as well as it saying its not recognized even though it is still on my app. Please help!Business Response
Date: 10/28/2022
Business Response /* (1000, 5, 2022/10/17) */
The Yahoo Team has received the details of this complaint and has reached out to************* to investigate and assist further.Initial Complaint
Date:10/11/2022
Type:Service or Repair IssuesStatus:ResolvedMore 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.
On Oct 7, 2022, Yahoo Mail has signed me out, and locked me out of my important email account. The account in question is**********************
My emails locking may be part of a larger hack, since other accounts I have used that email for verification, and had their passwords changed, and I've lost access to those accounts as well.
It requests I input a security code sent to a number that is no longer in service.
Their help topics were either not applicable or unhelpful in my situation.
Any attempt to get help from yahoo plus failed because it is unavailable in my country.
I need to give Yahoo my info so they can verify my ID and recover my account.Business Response
Date: 10/18/2022
Business Response /* (1000, 5, 2022/10/12) */
The Yahoo Team has received the details of this complaint and has reached out to ****************** to investigate and assist further.
Consumer Response /* (2000, 7, 2022/10/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yahoo contacted me, and I was able to recover my account after a few straightforward questions.Initial Complaint
Date:10/10/2022
Type:Service or Repair IssuesStatus: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 opened a yahoo account a long time ago when they did not charge for services. I used that account to create my Facebook account. In order for me to login to Facebook they send a verification code to my yahoo email to let me login. I can't reset my yahoo email password since I'm not a paying customer that created an account with them a long time ago. I spoke to a live agent thru chat at yahoo. I scanned my ID and provided all the information requested only for them to tell me that's not enough information to verify I am the owner of the account. I need to reset my yahoo password which they don't allow since I'm not a paying customer. Even if I was a paying customer I still can't reset an email password because my ID does not show previous address or whatever information they were looking for!! Such a scam. They are stopping me from contacting my friends and family on Facebook because they won't let me reset my password!!Business Response
Date: 10/25/2022
Business Response /* (1000, 5, 2022/10/11) */
The Yahoo Team has received the details of this complaint and has reached out to************* to investigate and assist further.
Consumer Response /* (3000, 7, 2022/10/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their response states that the yahoo team has reached out to me to further investigate and assist with the issue. But I have not received any emails from yahoo! The issue is not solved yet.
Business Response /* (4000, 9, 2022/10/12) */
Yahoo's contact must have passed along side this notification, as************* has already replied to our email. Yahoo has found that there is not enough information on file for verification.
Before we can assist someone with a Yahoo account, we need to verify that they are 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 in question, so we have no way to assist with this Yahoo ID.Initial Complaint
Date:10/10/2022
Type:Service or Repair IssuesStatus: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 logged into an email account today, owned by Yahoo!, and discovered that they deleted all of my emails. The reason in the message was "due to inactivity in the last 12 months".
Yahoo! accounts require us to list a backup email address and phone number to help with getting back into the account, and that data could have been used to notify us of their new terms regarding inactivity.
True, this is a very old account, but it contained emails that were very important to me, and I would have even paid to keep the account active, or even taken steps to archive/download all of my emails so Yahoo! could close the account permanently. I get it- cyber space usage can't always be free and I would have gladly removed my data to allow them to conduct their necessary sweeps for business reasons.
I also have a second Yahoo account, which I need to use a couple times a year, although it is no longer my primary email- I still use it. This second yahoo account is listed as a method of contact in the first Yahoo! account.
WHY WOULDN'T YOU GIVE US AT LEAST A YEARS NOTICE?? A GRACE PERIOD???
What did I lose?
-Medical data that I can never get again (because the hospital where I had my procedure flooded and was destoryed in Hurricane Katrina)
-Photos
-Contacts
-Correspondence with loved ones and people who have passed away (which was why I got on today- to re-read an email with one of my best friends who was killed 2 years ago).
-Historical correspondence with friends and neighbors during Hurricane Katrina (I lived in New Orleans at that time).
As of today, Yahoo! does not offer any solutions to retrieving the emails they deleted, and they have also made it impossible to contact any customer support without paying for it (which seems like an inappropriate charge to seek help with their product.
Thank you for taking my complaint.Business Response
Date: 10/31/2022
Business Response /* (1000, 5, 2022/10/11) */
The Yahoo Team has received the details of this complaint and has reached out to************** to investigate and assist further.
Consumer Response /* (3000, 7, 2022/10/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept Yahoo!'s response, but there is nothing else I can do. However, I write this so it is on public record and for others who seek recourse from the company.
It appears that Yahoo! Inc. has chosen a nuclear action without having the right checks and balances within their corporate board, staff, and systems to consider the fall out. Yahoo's response was, "I am sorry. Emails deleted because of account inactivity cannot be recovered."
My next step, is to learn how to download all of my emails off of my other Yahoo! email account, and then close the account so I never have to use Yahoo! for any reason, ever again.
For their statistical purposes, Yahoo! may like to know that I now use GMail.
Business Response /* (4000, 9, 2022/10/18) */
Yahoo will delete accounts that go unused for over a year. Emails deleted in this manner cannot be recovered.
Please review this help article for more information.
****************************************************************Initial Complaint
Date:10/09/2022
Type:Service or Repair IssuesStatus: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 am trying to log into an older Yahoo Mail account and just got off the phone with their customer service hotline. Although I have proven that the account belongs to me by providing the back up phone number (which I no longer have access to), they are refusing to help me into my account without paying $12 for their ''paid support service''. I asked to escalate my phone call to management and the representative kept asking me why, I kept insisting to please escalate to management. Once they ''escalated my call'', after having me on hold for four minutes, instead of a supervisor, the representative comes back to the line to try once again to convince me for paying, basically telling me there is no other way to recover my account. A Yahoo representative themselves posted on Twitter that you can be granted a one-time password reset without paying for a subscription. I mentioned it to the representative who had earlier lied and said there is no such exception, and she said to me that my account is not eligible for the free one time password reset. When I asked her why I was not eligible, she told me it was ''system generated''. This whole thing is absolutely ridiculous and I refuse to pay 12 dollars to recover an account that I already own. Additionally, she then proceeded to tell me that all supervisors are still assisting other customers. When I said I would wait for the next available supervisor, she kept on with her sales pitch saying the only way to proceed is to pay the fee. All I want to do is log into my old account and I find this whole process to be unnecessarily frustrating and odd. None of Yahoo's competitors charge for services like this, and I find it very unethical. Please see attached photos of the Twitter post mentioning a one time password reset.
I have never had an issue and have always loved Yahoo, but lately they are feeling super scammy and upon doing research, I see I am not the only one who feels this way. Pay $12 to recover a password?Business Response
Date: 10/28/2022
Business Response /* (1000, 5, 2022/10/10) */
Your Yahoo account has been deactivated due to inactivity. This happens when an account hasn't been accessed for a year or more. At this point, the mailbox has been deleted and the account can't be reactivated. The Yahoo team apologies for any trouble this may cause.
Consumer Response /* (3000, 7, 2022/10/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The representative told me that although the content is deleted, the account still exists.
Consumer Response /* (3000, 9, 2022/10/11) */
***Document Attached***
If my account us deleted why would I still have an option to sign-in?
Business Response /* (4000, 11, 2022/10/13) */
The mailbox for your account is deleted and cannot be reactivated. Unfortunately you will still be able to go through the sign-in flow with a deleted mailbox.
Yahoo! is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.