When Diana Lee Craig cast off on the Oceania Riviera’s 10-day Eastern Caribbean cruise, there were no surprises. The ship left Miami as scheduled, stopping in San Juan, St. John, Punta Cana and Nassau, before returning to Florida. “When travel companies sell their mailings lists, junk mail becomes an unwanted souvenir”
Dennis Tucker’s premium Yahoo mail account has been closed, and he doesn’t know why. Yahoo won’t answer his calls. Now what?
Question: I have a Yahoo small business email account for which I pay upwards of $100 a year. Several months ago, Yahoo closed my account for unknown reasons.
After trying many times over several weeks, I got them to restore my email account. Then they took it down. I called, and they restored it. Now, for the third time, my account has disappeared.
This is my primary email account, and I am heavily dependent on it. I have more than a week’s worth of emails that are stuck in an account that I can’t access. I urgently need to have my account restored with no loss of data. Thanks for any assistance you can provide.
— Dennis Tucker, Stockton, Calif.
Answer: Before I get to my answer, I should probably fill in a few details: This isn’t the first time you’ve asked for help with your Yahoo account. Several months ago, which was the first time your account was mysteriously closed, you asked for help and I connected you to a senior customer service representative at Yahoo. That seemed to work — at least it did for a few weeks.
It’s highly unusual for the same problem to return for a third time, so this time I decided to get involved. It’s hard to know what, exactly, went wrong the first time — or even the second time — but one thing is clear. Yahoo is well within its rights to close your account, even if you’re paying it good money.
Just have a look at your terms of service to find out how much Yahoo can get away with, when it comes to your “premium” service. Check out sections 4.2 and 4.3, which, among other things, give Yahoo the right to immediately terminate your service at its sole discretion if it determines you’ve “false information in connection with your Yahoo Wallet, are engaged in fraudulent or illegal activities, or are engaged in activities that may damage the rights of Yahoo or others” or “for any failure to follow the agreement by you.”
That could be anything.
I don’t know what you did to get your account terminated. You don’t know what you did. Who knows, maybe you mocked Marissa Mayer, Yahoo’s star CEO, on social media, which certainly would have been perceived as damaging to Yahoo?
You could have pushed this request to someone higher up for a third time — I list their emails addresses on my site. Or you could try switching to, uh, Google.
But seriously, it was time to bring in the big guns.
I contacted Yahoo on your behalf. You received a “very courteous call” from Yahoo promising a call later in the day from a technician to help resolve your email account issue. Your account was restored and you also recovered the 10 days worth of emails that you thought were lost.
You’ll never believe it, but I’ve managed to sift through all of the June and July emails this weekend. And I haven’t thrown my laptop out the window yet.
The Readers Digest version so far: Since January, 10,000 emails have been stuck in a digital limbo. It’s a mother lode of messages – everything from requests for help from consumers to hate mail.
The most embarrassing email? That would be the one from my sister in Phoenix with pictures of my newborn niece. I’m so sorry I missed that one, Aimee. And a very belated thanks for sending snapshots of the new baby. She’s a cutie.
“I know what you sent me this summer”
I just wrapped up a review of my August emails — and wow, what an awesome collection of complaints!
To recap, one of my email addresses experienced a total meltdown, holding more than 10,000 messages in a queue since January. I explain everything in this post. And here’s a synopsis of the September emails.
It’s worth repeating that there are many ways of reaching me, including social media, my primary gmail address, firstname.lastname@example.org, or phone.
I answer as promptly as possible — when the technology works.
“I can’t believe you wrote that!”
If you’re not getting the service you want, maybe you’re asking the wrong person.
Consider what happened to Kara Jones when she was having trouble with a JetBlue Airways ticket recently. Two weeks after sending an email through its website, she still had no response from the airline. So she started searching for the email address of a customer-service manager. Within a few minutes she found one.
“I re-sent the email – and bam!” she says. “I got a phone call about two hours later from them.”
Knowing the right person can mean the difference between being ignored and getting the service you deserve. It’s a sad fact that some emails never reach a company, while others are lost or are ignored.
“The smarter consumer: How to find a manager’s email address”