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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

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    Customer Complaints Summary

    • 2,188 total complaints in the last 3 years.
    • 966 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/31/2025

      Type:Customer Service 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.
      To Whom It May Concern,I am writing to formally report a serious issue l've encountered with Yahoo's account recovery system and customer support process, which I believe reflects poor business practices and a disregard for long-standing users' access to their own data.I have been a Yahoo Mail user for decades. Recently, I was locked out of my account, and despite numerous attempts, I have been unable to regain access. The recovery method previously tied to my account was a Gmail address, which is no longer being offered as a recovery option. The only recovery method now presented is an outdated phone number that I no longer use or have access to.I have contacted Yahoo customer service multiple times. During these calls: I was abruptly disconnected each time I asked to escalate the issue to a supervisor. I was asked to provide highly sensitive personal information, including a driver's license and credit card number, before receiving any meaningful assistance. When I declined to share this information due to privacy concerns, no alternative solution was offered, nor was my request to escalate the issue honored.This experience has been extremely frustrating and distressing. I am now potentially cut off from important personal and professional communications, and I am left with no clear or secure path forward to verify my identity or recover my account.I believe **********************'s current recovery system is inadequately designed to support real users with legitimate issues, and their customer service protocols lack both transparency and accountability.I respectfully request:1. A secure and reasonable alternative method of identity verification.2. Direct access to a qualified support representative who can assist in recovering my account without demanding sensitive financial or ID information over the phone.3. A formal review of Yahoo's customer support practices related to account recovery.Please consider this as a formal complaint.

      Business Response

      Date: 06/04/2025

      The Yahoo Team has received the details of this complaint we have reached out to the user and have had no reply.

    • Initial Complaint

      Date:05/31/2025

      Type:Customer Service 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.
      Last week Yahoo .ca locked me out of my email account. I have had this account for more than 20 years.I forgot my password and I no longer have access to the phone number that Yahoo wants to send a verification code to. There is no customer support in ******.

      Business Response

      Date: 06/02/2025

      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:05/31/2025

      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.
      I use yahoo email through the iPhones mail app. It was having trouble connecting to the server on 05/31/25. The recommendation was to sign out and sign back into the email to establish connection to the server. I resigned into my account but I was unaware that it was using an old phone number for 2-step verification. I do not recall having assigned my old number to the verification, but I called the yahoo support to see if I could get it fixed. Then I learned I could only get help accessing it if I paid their service. We went through and verified that I had just been actively using it when I was told I had to submit my drivers license as well. This confused me as I did not set up my email using my license. Now Im stuck without that email which has a bunch of personal/bank info in it.

      Business Response

      Date: 06/02/2025

      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:05/31/2025

      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 am a long-time Yahoo Mail user in ******. I have lost access to my Yahoo Mail account because my recovery phone number is no longer in use. I still have access to the account through my iPhone Mail app, but I am unable to update my recovery information without additional verification. Yahoos Sign-In Helper has not resolved the issue, and Yahoo does not offer direct customer service in *******I am requesting assistance in verifying my identity and updating my recovery phone number and/or recovery email, so I dont lose access to my account permanently.Thank you for your help.

      Business Response

      Date: 06/11/2025

      The Yahoo Team has worked with the user to resolve this complaint. We assisted the user with the verification of their account.

    • Initial Complaint

      Date:05/30/2025

      Type:Customer Service 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 am submitting this complaint regarding my Yahoo! Mail account, which I am currently locked out of despite still knowing my password. Yahoo! Mail is requiring a verification code to be sent to a recovery email address that is no longer active and has been closed for years. This has left me unable to complete the verification process, even though I have full knowledge of my login credentials.I contacted Yahoo customer support to resolve the issue, hoping they could verify my identity through alternative methods. Unfortunately, I was told they are unable to verify me and therefore cannot assist. I find this deeply frustrating and unreasonable. I am not attempting to reset a forgotten passwordI am simply trying to log in to an account for which I know the correct credentials.I feel as though I am being penalized for not having updated a recovery email that is now inaccessible, and Yahoo is offering no reasonable path to recover access to my account. This is a serious concern as my Yahoo! Mail account contains important information and records that I need to retrieve.I respectfully request that Yahoo reconsider its account recovery policies and provide a means for legitimate users to regain access to their accounts when they can verify their identity in other ways. I would appreciate any assistance the BBB can provide in resolving this matter.Thank you for your time and support.

      Business Response

      Date: 06/06/2025

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

      Customer Answer

      Date: 06/06/2025

       
      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:05/30/2025

      Type:Product 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.
      Date of transaction:May 12, 2025 What the business committed to provide you:The TOS said they do not sell my information except to "trusted partners".. i guess "trusted partners" are sketchy spammers and scammers?Nature of the dispute:The liars SOLD my information to SOMEONE and i am being SPAMMED ALL THE TIME. This is a BRAND NEW NUMBER and i did not received spam calls (for MONTHS) until i gave YAHOO my number. Upon researching it, MANY OTHERS have complained about this problemspecifically bc of Yahoo. These calls are taking a toll on my sanity, my ability to concentrate and i have to keep my phone on DND just to have peace. I want to sue them for this. I did NOT sign up for this and i am sick of these pigs selling our sanity to the highest bidder. ***** ******, you sociopaths, DON'T YOU HAVE ENOUGH MONEY BY PREYING ON PEOPLE?!Have they tried to solve the problem:I tried to speak directly to them about it and, after they sold me out, refused to speak to me about it. So i would say no.

      Business Response

      Date: 06/02/2025

      Yahoo does not sell or share phone numbers when it is entered as an alternate contact method for security. Please view our privacy dashboard here: **************************************************************************************************

    • Initial Complaint

      Date:05/30/2025

      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.
      I was unable to log into my Yahoo email account today. This is an account I use daily. I tried resetting my password and got into a loop of questions that repeated over and over. I called the help line several times today and finally got through to an operator after the 4th try. The operator explained that her help was a paid service and I needed my credit card to continue. She also sent me a link to take a picture of my drivers license. When I asked her why she needed a picture of my DL she explained that it was the only way to confirm my identification. I have had this email account for probably 25 years and I had already confirmed my address, phone number etc. Now I will lose all of my contacts and log ins that have been associated with this account for most of my adult life.

      Business Response

      Date: 06/03/2025

      The Yahoo team has reviewed the account and the owner has regained access.

    • Initial Complaint

      Date:05/30/2025

      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.
      Randomly one day yahoo said I need to verify my account an account I've been logged into with no issues for years now! I know the password but it wants "verification" I do not have access to the email or phone number for verification anymore, it hasn't asked me if the information was current in a long time so forgot about changing it when I got a new phone number. They want me to pay a subscription to access my own account with no other free option to recover, even though it's verified as me and when I told them that was messed up and sounded like scam behavior they hung up on me.

      Business Response

      Date: 06/02/2025

      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:05/30/2025

      Type:Product 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 had a Frontier email for many years and was able to access emails until this past Memorial Day weekend. I went in to check my emails the way I do and it kept taking me to a Yahoo page. I would put in my password and it would state "invalid password". I called Frontier ************** over that weekend and advised of my problem and they told me they cannot do password re-sets and to contact Yahoo ************** because they have partnered w/Yahoo. *************************** *********, **. I called Yahoo and told the *** that I could not get into my emails and that Frontier told me to call. Yahoo asked my first/last name, email address, what city/state I was, the last time I was able to get in and if it was a laptop or phone. He said in order to try to recover my email they would send a link to my phone and I need to scan the front/back of my license to see if they can verify its me. Said this is all system generated and they do not see my license. If verified, they said there would be a "premium charge" to pay and next would probably want my credit card#. I am not comforable with that. I tried numerous times thinking a different person can help but all say the same. I read to the guy on the phone what I saw on the Internet, "Yahoo should not charge Frontier customers for recovering their email. ********************** handles email service and support for ********, so there is no reason for customers to be charged for recovering email, as they were previously stated on their website.Yahoo provides same level of support, including password resets to all users, regardless of whether they were previously w/Frontier." He then said in the agreement "migration is over and there is a charge". I said NOT RIGHT!

      Business Response

      Date: 06/02/2025

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

      Customer Answer

      Date: 06/08/2025

       
      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.

      I want to thank BBB for your assistance in this matter.  It is greatly appreciated.  A nice woman from Yahoo contacted in which I was able to  understand.  She told my my Cell # was not linked in my account.  She added my cell number so I was able to make a successful recovery.  Wished I had reached out sooner rather than stressing myself over not being able to access my email.  I spoke w/my IT ***** at work and all said don't give personal information and I certainly was not giving my credit card number either.  Thanks again.

      Sincerely,

      ***** *********

    • Initial Complaint

      Date:05/30/2025

      Type:Product 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.
      Blocking me from getting into my email account at ************************************ and at **************************************** in which ************************** Owns Both of Them, Now They are trying to Strong Arm Me into paying to enter my Email Account. ************************** is holding my email account Hostage by sending me to my other email account at ************************** now owned by **************************; to get a code at **************************: That Sends me back to ************************** to get a code that I Can't get because ************************** and ************************** keeps sending back to each other for a code that I cannot receive because They Won't Allow me to enter my emails that's owned by ************************** ***** ****** I had to get another email account at *********** so I can have an email if this is not resolved soon, I Havs Billing Statements and Important Updates sent to my ************************************

      Business Response

      Date: 06/02/2025

      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.

    Yahoo! is NOT a BBB Accredited Business.

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