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

2,229 total complaints in the last 3 years.
1,010 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.

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.
Initial Complaint
Date:03/20/2025
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.
I have been unable to log in to my Yahoo email. Each time I try to log in, they send me a verification email to my Gmail account, but the message never comes, not even in my spam folder. I even checked different internet connections to see if it's not an ISP or mobile provider issue, but still, the verification email never comes. My verification email has been the same as it has always been, and it worked in the ******* issue is not listed on the *** on their support page, nor is their chatbot able to answer my question, instead redirecting me to their PAID support line.
Business Response
Date: 03/20/2025
Yahoo has received the complaint and will reach out to assist.
Initial Complaint
Date:03/20/2025
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.
I created a Yahoo! account for a group March Madness Bracket, logging in via Gmail. I originally received a verification code via my email as intended, but within 24 hours all methods of login stopped working. Prior to asking for a password, I am prompted for a verification code. This verification code never arrives at my email, despite multiple attempts at resending. This has interfered with my ability to engage in and keep tabs on this March Madness league.
Business Response
Date: 03/20/2025
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:03/19/2025
Type:Sales and Advertising 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.
Ive had a Yahoo email account for decades without issues. However, I am now facing a big problem because Yahoo turned on 2-factor authentication using an incorrect recovery email address that was never verified. There was a typo on the recovery email address. Instead of being set as @********* it was set as @**********. I recently lost access to my Yahoo account and cannot regain access because the second verification code goes to the unverified and nonexistent email account. ********************** should not have turned on the 2-factor authentication without first properly verifying the recovery email address through the normal process (i.e. sending a verification link to the recovery email seeking confirmation prior to adding it to the Yahoo account). But verification never happened. Yahoo **************** is refusing to take my call. I have all other means necessary to prove my identity.
Business Response
Date: 03/20/2025
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.

Customer Answer
Date: 03/20/2025

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:03/19/2025
Type:Sales and Advertising 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.
Im unable to access my Yahoo! email account. When I enter my correct login information, Im prompted to verify my identity, but the verification is sent to an email account that no longer exists. Additionally, my phone number is not available for verification. Yahoo! support is only available for a fee, which is unacceptable given the amount of people stuck in this situation. My account contains important emails, and I need a way to regain access.
Business Response
Date: 03/19/2025
Yahoo has received the complaint and will reach out to assist.
Customer Answer
Date: 03/21/2025

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,

******* Tannujaya
Initial Complaint
Date:03/18/2025
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.
I have a total of four Yahoo email accounts. I can only access one of them as it's recovery email is through gmail. When I set up these email accounts I answered security questions to enable me to regain access to my accounts, this was between 15 - 20 years ago that they were created.This past weekend I cleared the cache on my desk top computer, later on I could no longer access my Yahoo email accounts without having a code sent to the recovery email. I have my passwords for all three accounts but all three of them are recovery email addresses for each other, the one account I can access is my husbands account.I have even asked them if they could redirect a code to the one Yahoo account I have full access to, but they refused to do that.I have emails and photos from my deceased mother, email addresses from family and friends who live overseas and do not use social media.I have explained all of this to numerous Yahoo agents, who so far have told me they need a copy of my drivers license for me to gain access to my accounts - something I did not do when I opened them - and or a credit ******* far I have spent over four hours communicating with them and three agents have hung up on my husband.I have numerous financial accounts linked to my email accounts and so far only one of them is willing to allow me to change email addresses.
Business Response
Date: 03/18/2025
Yahoo has received the complaint and will reach out to assist.
Initial Complaint
Date:03/18/2025
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.
I have been in contact with AOL many times since for some unknown own reason they disabled several of my emails addresses and some I use for my sons - which they use for their gaming. They refuse to give me a reason as to why they deactivated them nor will they hp on any way. I have recovery codes for all of these email addresses and I also have them all added to the authenticator app so I am not asking for "personal" information on the account. This is ridiculous and very poor customer service. When I called for one of my accounts.thst were turned off, they were trying to get me to pay for a plan in order to get help. I feel AOL is scamming people by turning off their accounts in order for them to pay for plans. This should be illegal and if I can't get a resolution through bbb, I'll escalate this to someone higher. Really riduculous. They can find the email thread using my email address: ***************************************** (I am getting married so ***** will be my new last name)
Business Response
Date: 03/18/2025
AOL has received the complaint and will reach out to the user directly to assist.
Customer Answer
Date: 03/19/2025

Complaint: 23082594

I am rejecting this response because:
They are falsely accusing me of doing something illegal in my account and will not provide exactly what that was. I made the email addresses for my sons since their games require an email address which I monitor so how old they are should not matter. They have no right asking for the personal details of my children. They are undermining my authority as their parent.

***** ******
Business Response
Date: 03/20/2025
The user was educated that the accounts were terminated. Per Legal policy, the terms of service is listed here and is publicly available here: *****************************************************************************************************************;
Customer Answer
Date: 03/21/2025

Complaint: 23082594

I am rejecting this response because:
There was still no reason to deactivate the emails. They refuse to offer any kind of explanation as I have had these email addresses for quite a while....now ALL OF A SUDDEN they are deactivated and want to state it was because of the "terms of service?" They want my sons personal information which I refuse to give as they have no right having personally identifying information that can cause identify theft. I set it up for them so I can monitor them. If they actually looked at all of the emails, they are emails associated with their gaming and nothing illegal going on. They keep stating "terms of service" as an excuse so they don't have to explain why they were deactivated - had nothing to do with the terms of service.

I'm already in the process of changing all.of their emails to Gmail but havr to jump.tbrough hoops with some since they want authenticator codes - which are going to their aol emails. Horrible employees and horrible company.

***** ******
Business Response
Date: 03/24/2025
The user has been educated that the accounts were terminated for a violation of Terms of service and will not be reactivated. No further assistance will be offered in this matter.
Section 7 C: "Unless stated differently for your country in Section 14, we may temporarily or permanently suspend or terminate your account or impose limits on or restrict your access to parts or all of the Services at any time, without notice and for any reason, including, but not limited to, violation of these Terms, court order, or inactivity."

Customer Answer
Date: 03/25/2025

Complaint: 23082594

I am rejecting this response because:
Perhaps they should have employees in the ** and not from ***** that can actually understand english. Nothing was done to violate the terms of service. They are inventing a reason and they just cannot come up with anything. Perhaps some kind of discrimination in my opinion. I want proof of the violations as one minute they were on and the next minute just deactivated. All they keep doing is copying and pasting a script.
Not sincerely,
***** ******

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Yahoo! is NOT a BBB Accredited Business.