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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

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.

    Please enter a valid location.

    • Yahoo!

      701 First Ave Sunnyvale, CA 94089-1019

    • Yahoo Travel

      PO Box 1313 Princeton, NJ 08542-1313

    • Yahoo!

      PO Box 1604 Brentwood, TN 37024-1604

    • Yahoo!

      380 Goodlette RD N Naples, FL 34102

    • AOL Canada

      55 Clair St W., 7th Floor Toronto, ON M4V 2Y7

    Customer Complaints Summary

    • 2,221 total complaints in the last 3 years.
    • 1,000 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/19/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 had this yahoo account ***************************************** since I was a child. I lost the password a while ago and then was having a horrible time trying to recover it or even understand what yahoo was telling me. I was also going through alot of trauma around the time they "deleted" my email, my entire town burned down. So it wasn't the top of my priorities to fix. Eventually I got around to trying to get back into it, and when I go to log in it says we don't recognize this email, okay fine that means I can make a new one under the same name, get all my accounts back. Go to make the account "this email is taken". It can't be taken and not available to sign in at the same time. Let alone the fact that the email address is my full name. This email is still connected to several of my accounts. I have no way of changing this without getting into the account or losing a bunch of progress. I attempted to call yahoo to resolve this issue, and they require a payment of money to receive a resolution to my issue.I am not going to pay money to access an account I am still utilizing just not through the website itself. I just want my email back.

      Business Response

      Date: 04/23/2025

      The Yahoo team reached out to ***** ***** but received no response.

    • Initial Complaint

      Date:04/18/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 used Yahoo for over a decade & all of my social **************** workings are tied to it with 2 step ************** phone serves as the second step in the two step verification for my Yahoo account, my phone has been sent off to repair and may not be back in my possession for weeks. Yahoo will not give another option for the second step of the verification process.Yahoo provided me a code & a phone number to their support to reset/access my account. Upon describing my issue & verifying my account thoroughly the agent attempted to sell me a "premium service" for $12.99 and refused to help me access the account without this service. He explained there is no other option to regain access to my account without paying.I never agreed to this nor was it in any terms of service update or previous email from Yahoo. I would like the BBB to reach out to someone at Yahoo corporate about this issue as it is not just me, hundreds of others have the same complaint easily found on reddit & elsewhere online. Yahoo cannot legally without access to a FREE email account demanding payment to a service that has nothing to do with the actual ********** business and livelihood will now suffer because Yahoo is refusing to assist me in recovering an email I've had for over a decade.

      Business Response

      Date: 04/21/2025

      Account security is the account owners responsibility, if up to date verification elements are not provided and our phone support is needed, there is a cost that comes with that service.

      Customer Answer

      Date: 04/21/2025

       
      Complaint: 23222824

      I am rejecting this response because:

      Yahoo is a free email service provider, no communication was sent to users nor were users notified of a change in policy introducing a charge to allow users to access their email accounts. 2FA was forced on users by Yahoo, we did not opt into 2FA. Therefore when 2FA causes a user to be locked out of a free email account, charging a user for a "service" is unacceptable. Phone support is the ONLY way Yahoo allows users to regain access to accounts, there is no non paid alternative.

      Additionally there are ZERO other free email providers that charge for simple password resets. Additionally when I refused to pay $12.99 suddenly the Yahoo agent dropped the "charge" down to $9.99 and then again to $7.99 & then finally $4.99. There are no set charges, Yahoo is extorting users and this is illegal.

      Please apply this complaint to Yahoos profile so that other BBB users can be warned about these shady practices.

       


      Sincerely,

      **** Dell

      Business Response

      Date: 04/23/2025

      Account security is the account owners responsibility, if up to date verification elements are not provided and our phone support is needed, there is a cost that comes with that service.

      Customer Answer

      Date: 04/24/2025

       
      Complaint: 23222824

      I am rejecting this response because:

      Up until around 2019 I never had an issue recovering my email password & account. ********************** decided to start charging users with free email addresses a $12.99 premium without warning, which is again illegal. Additionally $12.99 is not required as any agent will drop the price upon request. Yahoo knows what it is doing & this is wrong & needs investigated.

      Yahoo simply responding the way that they are without explaining themselves speaks volumes. 

      Sincerely,

      **** Dell

    • Initial Complaint

      Date:04/18/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 several Yahoo email accounts. All of them on the same day are sending a verification number to a yahoo account I can't get in to. So I can't get into any of my yahoo accounts. The only way for me to get this fixed is if I pay them a fee. To me this sounds like extortion.

      Business Response

      Date: 04/18/2025

      The Yahoo team will reach out to the member regarding their accounts.

      Customer Answer

      Date: 04/27/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      **** *****

    • Initial Complaint

      Date:04/18/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      Was told my account passwords were compromised by ******. Went to go change password, can't login - all recovery information changed. Account was clearly hacked as now a recovery phone option was set up with an international number (8-series, 3 digits), and a recovery email that would appear to be the email I'm trying to recover with an added 01 at the end, funny.Only option to recover is by paying for premium support, which I'm not doing as I never agreed to any terms of service involving payment. I live in a GDPR country, this is outrageous.

      Business Response

      Date: 04/18/2025

      The Yahoo Team has received the details of this complaint and will reach out to the user to investigate and assist further.

    • Initial Complaint

      Date:04/17/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 yahoo email account randomly locked me out. I have been unsuccessful attempting to log back in as I no longer remember my password. I have had my account for over 12 years. The phone number connected to my account is no longer my phone number so Im unable to recover my password through verifying a code via phone number. I called customer service and they said Id have to subscribe to yahoo premium for $12.99/ month and would have additional fees to recover my password but would not explain to me what or why those fees were. Im looking for assistance to recover my password with yahoo without paying their fees and their customer service representatives are unwilling to assist without my debit or credit card information.

      Business Response

      Date: 04/18/2025

      The Yahoo Team has received the details of this complaint and will reach out to the user to investigate and assist further.

    • Initial Complaint

      Date:04/16/2025

      Type:Order Issues
      Status:
      Answered
      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.
      Went to check my yahoo email. On all my devices, the email was signed out. when I signed back in, out of no where, there's a message saying I need an authenticator code to sign back in. I have never used an authenticator to sign in to yahoo. At that point, I am prompted to call their customer service, at which point, I was told I needed to pay for their premium services to get back in to my account. I know the password and the associated recovery options for this email, (email and tel number) and still I have to pay? This has never happened and seems to be a way to force customers to pay for a service that is advertised as free.

      Business Response

      Date: 04/16/2025

      The Yahoo team will reach out to the member regarding their account. 

    • Initial Complaint

      Date:04/15/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 locked me out of my account and wanted me to reverify my information by sending a code to my old phone number despite the fact that my password is correct and I have been accessing my account normally for years. Unfortunately the phone number they want to verify my information with is old and I no longer have access to it. Yahoo has no other method for me to verify my information or access my account to change said phone number despite the fact that my username and password are correct and theyre the ones who locked my account. The only other option to access my account now according to yahoo is to call their premium customer service line and pay money for them to verify my account and give me access again. I didnt lose my password I didnt try to change anything they just locked it randomly and now want money to give me access to my information. Its basically extortion.

      Business Response

      Date: 04/15/2025

      Yahoo has received the complaint and will reach out to the user to assist. 

    • Initial Complaint

      Date:04/15/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 locked me out of my email account, their customer service is blocked behind a pay wall/ subscription service which is way too costly for just a simple fix. It is outrageous to have to sign up for a monthly subscription just for a 2 minute solution.

      Business Response

      Date: 04/15/2025



      The Yahoo Team has received the details of this complaint and will reach out to the user to investigate and assist further.


      Support for this users issue is available through our main phone support and it requires a paid subscription. Non-paid support is handled through our online help pages.

    • Initial Complaint

      Date:04/14/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 yahoo account was recently locked due to strange activity. I am not sure what this entailed, I was not notified of such. My two step verification phone number is incorrect and yahoo is requiring me to pay for premium support with no other options to fix this issue. I tried to use my recovery email but its not allowing me to. I tried the chat option which asked if I used the sign in helper, I did and had the same results to which the chat informed me I needed to contact the premium service. I could not find anywhere stating the pricing of the service so I googled it and its asking for a subscription not a one time fee. I have several account tied to this email and just need access so I can switch to different provider.

      Business Response

      Date: 04/15/2025

      The Yahoo Team has received the details of this complaint and will reach out to the user to investigate and assist further.


      Support for this users issue is available through our main phone support and it requires a paid subscription. Non-paid support is handled through our online help pages.

    • Initial Complaint

      Date:04/14/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 been using my ************************** account for email for years. I havent been receiving any emails on my phone and realized when I try to login on a web browser that my password is not correct all of a sudden. I try to reset my password but it asks me security questions I do not know the answer to and dont remember ever setting up. I feel like my account may have been hacked because of this. The only option I have not yet tried is calling Yahoos premium paid phone support. This feels like extortion. Why dont yahoo provide support for their service without needing to pay? This is no fault of my own and Ive never experienced the need to pay to regain access to a free service online. This feels like a scam or new revenue stream they are trying to create. How do I know yahoo didnt create this issue with my account themselves so I need to pay them just to get back into my account? Please help me. I am elderly and have had several of my children try to help and they are dumbfounded how there is not a free solution to regaining access to my ****************************** Email: *************************************

      Business Response

      Date: 04/17/2025

      The Yahoo team reached out to *** **** **** but received no response.

    Yahoo! is NOT a BBB Accredited Business.

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