Business Profile

Internet Services

Yahoo!

Headquarters

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Complaints

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

Customer Complaints Summary

2,222 total complaints in the last 3 years.
1,004 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:03/27/2025
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.
Been a long time user of **********************, practically since it began. Now it's telling me I can't access my account / wrong password ? ? ? ? And the only way to get help is to pay for it, seems like a scam to me. ******
Business Response
Date: 03/27/2025
The Yahoo team contacted **** ******** and assisted with regaining access.
Initial Complaint
Date:03/26/2025
Type:Product Issues
Status:
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.
About 2 weeks ago Yahoo mail shut me out of my email *************************************** without warning. I logged in as usual and was told they didn't recognize my password, which has been in use for years. I followed their 'forget' password protocol and was locked out because my security phone number and email address were no longer in use (or out dated). I never had a use for them. I chatted in the chat box and called but they told me they could not help me without paying them $12/mo to retrieve my information. They know my info, but they will not give it to me without payment. They can help, but not without me signing up for their paid service. In the past I had set up security questions, they no longer use. Now they want a phone number or backup email and those change. They never gave me an opportunity to change those. And moreover, the only way you can change them is to still use the old security email and phone which you no longer possess. When I called their paid service to get back into my email, I thought they were going to charge a one time fee. But that is not the case, you have to sign up for a monthly fee. Where is the warning? I never recieved a word from yahoo, that if I did not correct my phone and backup email they were going to start charging me. It was only after I was locked out of my yahoo email account that I found out I could not have access to it without a fee. Not having access to my email has caused me great distress.
Business Response
Date: 03/26/2025
Yahoo has received the complaint and will reach out to the user to assist.
Customer Answer
Date: 03/31/2025

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,

Dr *****
Initial Complaint
Date:03/25/2025
Type:Product 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.
Failed to help with Email recovery and requested payment to get into email I had more then 10 years *** I don't have access to the phone number that in linked anymore do to broken phone. The option for Recovery email is free online but the problem is I can't get into my account where when I call customer support they are trying to charge me $5
Business Response
Date: 03/25/2025
Yahoo has received the complaint and will reach out to the user to assist.
Initial Complaint
Date:03/25/2025
Type:Billing 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 had the yahoo email in question for about twenty years. I have been signing in the exact same way, with the correct password only, for the entire time. One day, yahoo started locking me out of the account with no warning. The email had old information for 'two-factor' authentication which was not updated. It was not needed as Yahoo never asked for two methods of authentication and never warned me in advance that they would be starting to require a different sign in method. I am unable to get into my account with the correct password, the same one that I have used for twenty years. There was no warning that Yahoo was going to change the sign-in method, as there should have been, so that the secondary information could be updated. It is Bad Faith on the part of Yahoo to change the sign in method after 20 YEARS with no warning, and then to lock people out of their email accounts. I have the correct password and I should be able to sign in with only the password, as I have been doing for years. I want the account returned to the normal way of signing in, with the password only.
Business Response
Date: 03/25/2025
Yahoo has received the complaint and will reach out to the user to assist.
Initial Complaint
Date:03/24/2025
Type:Customer Service Issues
Status:
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 AOL account that I had since I was in high school ************************************* I know the password but when I try to login has me send a text message to an old phone number that I dont have associatedanymore. I tried calling number of times to customer service and they said because my name says *** **** on my account that they cant release my account and therefore my account will not be able to be access. I have urge them that I have personal documents that in the access to that email and I need the number to be updated which they do not want to help so I can access my account.
Business Response
Date: 03/24/2025
AOL has received the complaint and will reach out to the user to assist.
Customer Answer
Date: 03/24/2025

Complaint: 23110455

I am rejecting this response because: no one has contacted me my number is ************** and my email *************************************** the number I have on file with aol is super old and dont have access to it

Sincerely,

****** *****-******
Business Response
Date: 03/25/2025
AOL spoke with the user yesterday and addressed the issue.
Customer Answer
Date: 03/25/2025

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:03/22/2025
Type:Customer Service 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.
Mar21st2025 the company is ************************** .I have an yahoomail that im locked out because dont ownthe phone number for recovery anymore even despite my password is correct. contacted yahoo costumer service they refused to give me the price of the service for password resetuntill i provide identification.Thats a red flag and its against usa consumer laws and il laws of price transparency also this document my passport is issued by the usa and they didnt accept it.if banks police libraries TSA accepts itthen they needto obey otherwise why do we have passports?international travel but athome this150$+booklet doesnt haveany legal power?does yahoo think usa government is a untrustworthy joke andare above thelaw alsothey dont notify give warning when the delete your emails photos personal data and etc. there isno adequate oreffective way fora person to enter his dataThe recovery mail also inyaahoo doesnt givean adequate option forold recovery numbers to be replaced a person just walks in circles. next stop attorney generals office .when u set up ur email account all of this should be told to the consumer ahead of time .not hidden or know after 1y. who rights the laws? ******* or some hacked crooked company like yahoo who owns billions to its costumers for failing consumers with god knows how many hidden occasions of successfully hacked system and emails.. i want 6000$ in damages time lost data and lost faith stress anxiety and panic attack emergence from the whole experience with them . a billion dollar company .. the price is really well obscured . you have to give your name where u live phone number last memory of whenu went in they also see my ip and other emails and info. but i do not deserve to know and was refused to be told the price so i know should i waste my time or just let it be till i provide my identification!? im sorry but yahoo isnt right . its like goin to the store getting bread and not knowing howuch it is till not you but the cashier scans and tells you
Business Response
Date: 03/24/2025

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:03/21/2025
Type:Service or Repair Issues
Status:
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.
Went to reset my yahoo email, but it is a two step process that involves both a recovery email and a recovery phone number. No problem- I can access the recovery email. But I changed my number some time ago and don't have access to it. Talked to a bot and then a human who took me through a verification process, involving exchanging dozens of codes back and forth, uploading and scanning my drivers license, taking a selfie. At the end of the phone call, the support refused to reset the password and send the link to my recovery email unless I paid them. They want me to pay for a "premium support service"- password resets are a part of BASIC SUPPORT for an online account. I'm kind of flabbergasted this is where society is going. They wanted me to pay a monthly fee of $12. For them to reset the password.
Business Response
Date: 03/24/2025
The Yahoo team will reach out to the member regarding their account.
Customer Answer
Date: 03/31/2025

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:03/21/2025
Type:Customer Service 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 had a Yahoo account for many years which I use to play fantasy baseball, football, and basketball in prize money leagues.Tonight I deleted the cookies on my web browser and suddenly Yahoo is forcing me to verify my account. Unfortunately, I have neglected to update the account information and the phone number on file is an old cell phone that no longer exists.I already have $400 worth of fantasy baseball teams, and two upcoming drafts on Monday night and Tuesday night, and it is important that I regain access to my account as soon as possible. I also have linked my Yahoo Wallet to my ****** account, and it would be very bad for me to completely be locked out of this ****************************** was not able to help me tonight when I called ********************** and although they escalated this issue to another department and promised to contact me at an alternate email address I provided, since time is of the essence and I don't wish to miss my baseball drafts or lose $400, I need to be contacted as soon as possible.I have multiple other ways to verify this account, and I would be happy to provide Yahoo with any information they need to verify that I am the owner of the account. Thank you for the help.
Business Response
Date: 03/21/2025
The Yahoo team will reach out to the member regarding their account.
Customer Answer
Date: 03/21/2025

Complaint: 23096996

I am rejecting this response because:
I was contacted by a Yahoo concierge but they were very abrupt with me and were not willing to listen to my side of the story. There are extenuating circumstances in this case, and I have multiple ways to verify this is my Yahoo account that will leave no dobut, but they need to be willing to communicate with me in good faith.
And if you are not willing to listen to my case and will lock me out of my account permanently that I have used for 10 years, I will be forced to file a dispute with ****** to recover the $400 that I have wasted on Fantasy Baseball this season.
Sincerely,
*****
Business Response
Date: 03/25/2025
Unfortunately, we couldn't verify ownership of the Yahoo account using the details that were sent. Because we can't confirm ownership, we cannot assist with the particular Yahoo account.

Customer Answer
Date: 03/25/2025

Complaint: 23096996

I am rejecting this response because:
Your policies are absurd. You absolutely can confirm ownership of the account. :I have overwhelming proof:
1. I know the verification phone number
2. I can prove the verification phone number belonged to me and matches the driver's license I sent in
3, The driver's license I sent in matches the ****** account in my Yahoo Wallet that I have usd for almost 10 years
4. I have credit card receipts and ****** transacion ID's for the fantasy teams I own on this account for almost 10 years
5. I have screenshots proving I used this exact account recently
6. I know the user name I chose for the account.
7. I have the password to the account
The only thing I am guilty of is protecting some of my private information when I created the yahoo mail account by using a nickname and not providing other personal information. I did this because of the 2014 Data Breach on Yahoo in which many of my friends were badly ********** Yahoo's lack of security.
I have a strong case and you will likely be hearing from my lawyer, as you have no right to steal $400 of fantasy fees from me and hold my ****** account hostage on your website.

Business Response
Date: 03/31/2025
Unfortunately, we couldn't verify ownership of the Yahoo account using the details that were sent. Because we can't confirm ownership, we cannot assist with the particular Yahoo account.
Customer Answer
Date: 04/01/2025

Complaint: 23096996
I will very likely be taking legal action to regain access to my account. I am a paid customer of ********************** and I feel I have been treated in a very disrespectful, uncaring, and unfair manner.
Cheers,
*****
Initial Complaint
Date:03/20/2025
Type:Billing 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 cant access my email account at *************************************
Business Response
Date: 03/20/2025
Yahoo reached out to the user and educated them on account access policy. The user was unable to verify the account and assistance was denied due to lack of verification.
Initial Complaint
Date:03/20/2025
Type:Billing 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 cannot access my email account
Business Response
Date: 03/20/2025
Yahoo has received the complaint and will reach out to assist.

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Yahoo! is NOT a BBB Accredited Business.