asked on August 23, 2013

Hotmail 'Locked out' and re-activation process complaint!!!

I have been locked out for 1 week and been unable to "re-activate" my account using password re-sets, code activation using my alternate email address.
1) The automatic code reactivation has not been sent to the correct address despite resetting this data for you.
2) The submission of sample email headers, addresses, mother's birthplace, previous passwords, credit card data and even current XBox live data has not been enough to prove that I am the owner of the same account. An account that has been active for over 10 years!!!!

You have hidden behind an automatic process that has not even allowed me to succeed!!!

I have:-

1) tried to use a code finally sent to my alternate email address via this 'newly created' Hotmail account without success!!!
2) been refused to acknowledge the 3 new passowrds that I have tried to re-activate my account with!!!
3) been refused to continue with the re-activation process stating that I have tried too many times!!!!

You have my existing data, emails and addresses, stored files. !!!!!

You have seriously interrupted my current business activities, you are costing me money by preventing my clients form contacting my persoal email address!!!!

You have reneged on your commitment to secure services and in actual fact are certainly to be criticized for fraudulent supply of software.

I demand to have a HOTMAIL technician deal with this complaint as I have spent hours trying unsuccessfully to get the process done myself and yet it is clearly designed to prevent me from succeeding despite my submission of as much personal proof data as possible.

WHAT IS IT GOING TO TAKE FOR YOU FOLKS TO UNDERSTAND THAT YOU ARE HOLDING CLIENTS TO RANSOM BY PREVENTING SUCCESSFUL RE-ACTIVATION????

WHAT WILL YOU DO TO MAINTAIN MICROSOFT'S REPUTATION.

THIS IS APPALING AND I AM BITTERLY ANYGRY TO BE DEALT WITH IN SUCH A FLIPPANT MANNER.

GET SOMEONE TO RESPOND TO THIS EMAIL AND HELP ME !!!!!!

SHANE P. MCKENNA
DUBAI, U.A.E.

replied on August 25, 2013

I have been locked out for 1 week and been unable to "re-activate" my account using password re-sets, code activation using my alternate email address.
1) The automatic code reactivation has not been sent to the correct address despite resetting this data for you.
2) The submission of sample email headers, addresses, mother's birthplace, previous passwords, credit card data and even current XBox live data has not been enough to prove that I am the owner of the same account. An account that has been active for over 10 years!!!!

You have hidden behind an automatic process that has not even allowed me to succeed!!!

I have:-

1) tried to use a code finally sent to my alternate email address via this 'newly created' Hotmail account without success!!!
2) been refused to acknowledge the 3 new passowrds that I have tried to re-activate my account with!!!
3) been refused to continue with the re-activation process stating that I have tried too many times!!!!

You have my existing data, emails and addresses, stored files. !!!!!

You have seriously interrupted my current business activities, you are costing me money by preventing my clients form contacting my persoal email address!!!!

You have reneged on your commitment to secure services and in actual fact are certainly to be criticized for fraudulent supply of software.

I demand to have a HOTMAIL technician deal with this complaint as I have spent hours trying unsuccessfully to get the process done myself and yet it is clearly designed to prevent me from succeeding despite my submission of as much personal proof data as possible.

WHAT IS IT GOING TO TAKE FOR YOU FOLKS TO UNDERSTAND THAT YOU ARE HOLDING CLIENTS TO RANSOM BY PREVENTING SUCCESSFUL RE-ACTIVATION????

WHAT WILL YOU DO TO MAINTAIN MICROSOFT'S REPUTATION.

THIS IS APPALING AND I AM BITTERLY ANYGRY TO BE DEALT WITH IN SUCH A FLIPPANT MANNER.

GET SOMEONE TO RESPOND TO THIS EMAIL AND HELP ME !!!!!!

SHANE P. MCKENNA
DUBAI, U.A.E.

WAKE UP FOLKS .....
You have locked me out and refused to assist with the re-activation process and in fact have done NOTHING to assist me in this whole fraudulent shambles!!

TAKE note that my account: (Removed PII) has been locked by you without due respect for my actions to abide by your draconian regulations.

TIMELINE:

1. 1st Account recovery request (Removed PII) was closed by you on AUG 16 advising me that I should resubmit verification.
NOTE: You DID NOT SEND the code to my alternate account (Removed PII)

2. 2nd Account recovery request issue # (Removed PII) closed by you automatically on AUG 17

3. 3rd account recovery request issue # (Removed PII) also refused and closed by you following several attempts by me to recover the account by means of verification codes.
NOTE: You DID NOT SEND the code to my alternate email address and in fact I started using my 2nd email address to receive the codes!!

4. Password reset links sent to my 2nd alternate email address (Removed PII). I receive a code # (Removed PII) which only sends me around the circle again to the start of the Verification document process again since you did not accept the code to reset the account !!!???

5. AUG 21 I send you a complaint email from (Removed PII) to ask why the account is still locked??? No response.

6. AUG 22 - I receive a password reset link from you and then a Account Recovery request # (Removed PII)which goes unanswered since I have to go around the Verification document process again. YOU DID NOT SEND any of this to my 1st alternate email i.e. (Removed PII)???????

7. AUG 22 - You refuse to unlock my account saying that you have not received enough data to verify that I am the owner???? This time I requested you send me an SMS TEXT message as per your site directions. This was supposed to be received at (Removed PII).
NOTE: I DID NOTE RECEIVE ANY COMMUNICATION FROM YOU DESPITE YOUR ACCLAIMED PROCESS ??????

8. AUG 23: I submit Account recovery request # (Removed PII)
This time I include
a) Name, Date of Birth, Mother's birthplace, Country of present residence and establishment of original HOTMAIL account, 10 + years ago , several recent passwords, several recent email headers BUT MORE IMPORTANTLY ......
1: Current credit card details used to purchase current XBox LIVE membership !!!!!
2. XBox LIVE data

STILL YOU LOCK ME OUT??????

You advise me updating contact details???

1: I gave you my direct Mobile # in the U.A.E ?????!!!!
2 I gave you my second alternate email address:- (Removed PII)

YOU have not fulfilled your side of the equation here: You did not send any data to my first account recovery email address and YOU DID NOT contact me by SMS TEXT at any time this past 10 days!!!!

SO there you have it Microsoft, ..... a sad little story of automated emails and significant stress ...ITS no wonder Balmer is leaving.... your staff do not respond to email support since they can have it done by a robot in a database ...

YOU have lost me customer database emails, files stored as attachments, and goodwill from a process that is clearly designed to be divisive.

Contact me directly via my email at (Removed PII)...don't send your dog!!

replied on August 26, 2013

Forum Moderator

Hi SHANE P. MCKENNA,

We apologize for the inconvenience this issue has caused you. Please be advised that this issue has already been forwarded to our Escalation Team. We'll get back to you as soon as a resolution has been made or if we need more information.

Your patience is greatly appreciated.

Thank you,

Arvida

replied on August 26, 2013

In reply to Arvida R. post on August 26, 2013

Thank you for your assistance at this point. I agree that some patience on my side would help both of us at this stage.

My only request is that you could contact me effectively using my gmail address.

Regards

Shane

replied on August 28, 2013

Forum Moderator

In reply to shane_mckenna post on August 26, 2013

Hi shane_mckenna,

I apologize if this issue has caused. I understand the urgency. Please be informed that there's no definite time frame on when a resolution or workaround be presented. Your issue is still under investigation of our senior support analyst. Kindly check this thread time to time for further updates from our escalation team.

Thanks!

Michael_M.

replied on September 4, 2013

Forum Moderator

In reply to shane_mckenna post on August 26, 2013

Hi Shane,

Kindly check your alternate email address for the details as our Microsoft Account Global Escalations Team already responded to your concern.

Thanks,

Joem

replied on September 7, 2013

In reply to Joem_P. post on September 4, 2013

Excuse me Joem, but I advised you all clearly that my alternative email address is as follows:
(***removed for security and privacy)

Microsoft has NEVER sent me an email to the original email address: (***removed for security and privacy)

So, since I have not received any response form your Escalations team, I shall persist in asking why you have ignored all the authentic data that I submitted.

As well, you have not acknowledged the fact of NOT SENDING and response to my original recovery email address.

Shane

replied on September 8, 2013

Forum Moderator

In reply to shane_mckenna post on September 7, 2013

Hi ,

We apologize for the confusion. Please be informed that the escalations team sent you a private message from this post so you can provide information in a secured environment.

Please click on "You have a private reply to this message" link just above your post to view the message. Note that you need to be signed in to the Answers forum to view the link.

If anyone else is having the same issue, please create a support case using our secure e-form.

Thanks,

Maria Corazon

replied on September 4, 2013

Microsoft Forum Moderator

Hi,

You have reached the Microsoft Account Global Escalations Team.

Based from our system, you are trying to recover your account but you were unsuccessful. To further assist you, we will be doing the manual validation process. Please provide the following information so that you can validate ownership of the account and regain access to it. You may provide several answers to each info. 

Microsoft Account information:

The impacted email address :

First and Last Name

State/Region

Postal/Zip Code

Time Zone

Account Creation date (mm-yyyy)

Account Creation location (City, State)

Alternate email address added to the account  

To pass the validation process, you need to provide as much information as possible so that we can cross reference such information with our system records.

Thanks,

Microsoft Account Global Escalations Team

Reply
Report abuse

replied on September 8, 2013

Hello Marco

My name is Shane Patrick McKenna. I am an Australian Business teacher working with the Higher Colleges of Technology in the United Arab Emirates.

The hotmail account was set up more than 10 years ago from my location in Ras Al Khaimah, a small country city in the north of the U.A.E. Since that time I moved to Al Ain city and now I am living in Dubai. Our time zone here is +4 GMT.

No postcodes are used in the U.A.E., only PO Boxes. At the time of opening the account I used PO Box 4792, Ras Al Khaimah. Now I am using PO Box 15825 Dubai since my move last year.

My original telephone contact details at time of opening the account were +971 50 6272402 yet this has been changed to my current mobile # +971 50 7436958

Guyatt Park is actually located near my home in Brisbane, Australia. It is a leafy suburb near my alma mater the University of Queensland. The hotmail address is used as an external link to my HR Consulting business. I manage small businesses online via my site which is hosted on the Site5.com server hostsing system in the US.

During the summer this year, I was also "locked" out of the account yet successfuly revalidated the account via your data re-submisison process. I was on vacation in Taiwan and assumed that the verification was necessary due to the different IP address used at log on. At that time however, I note for you that I did not receive any emails to the main alternative email address i.e. which I was surprised about. I thence set up a 2nd alternative email account that you have used: . My 3rd email and which is my business email is :

After summer, I returned to Dubai on August 14th and discovered the same "lock out" issue.

In the recent "lock out" I have been communicating to you frequently using my Gmail address and advise a significant increase in frustration wiht the process. In particular:

* Account recovery request 97733557 closed without explanation

* Ditto Account recovery requests 97860814, 97860816

When you advised me to open a new account on August 17th the bells started to ring. This action would preclude me from transferring any data from the original account to the new one. E.g. address, kept emails, This was an unusual request from you which did not seel to consider the back-up required. Were/are you going to allow this opportunity???

As well during the recent "lock out" I continued to communicate with you. On Aug 22nd you sent me information submisison # SRX1214403 628ID - Service Request Update 1214403628 which directe dme to this site and the looping that i am currently going through.

I again tried to recover the account and you responded to my Gmail account on Aug 22nd with issue number 98581239. Please, I am copying and pasting from the Gmail account directly since I cannot format this document above. You refused to recover the account on Aug 22nd and advised me to create a new account. I tried to create anew password for the account on Aug 23rd yet again the recovery process via issue # 98723492 was unsuccessful. By this time I am angry that you had been provided actually with more data than my successful recovery in July when I was on vacation in Taiwan.

So ..... I again repeat my request to have the account reinstated on the basis of the above factual commentary as well as the following:

1. Shane Patrick McKenna

2. DOB: 25.11.1958

3. Email subjects ( that I am able now to recall !!! )

'Landlord 3 month advice' ( to my tennant in Marina Diamond 3, Dubai)

'Euro etc' sent to , Paul is based in Shanghai, China

'Support for shanemac' sent to who host my data

4. Main email recipients from

(my wife Wen-Chien Lee, who owns )

my work address

my colleague at Al Ain Men's College

my best buddy in China

5. My Microsoft XBox Live account data is as follows:

Credit card used was HSBC Mastercard, Last 4 digits: 6654, exp 08/14

XBox Membership card details, last 5 characters: WP3JD

XBox a/c registered in my name using my UK address:- 66A Kenway Road, London

Marco, during the past month, Microsoft also advised they woudl contact me by SMS??? Since this did not happen I again give you my details +971507436958.

There is no possibility that this number could be compromised. As well if we could Skype, I woudl use wen-chien1

Finally, Marco, my Paypal account was linked to the account and the most recent purchase made during July was for a set of Steely Dan tracks from:-

Bobby Parrs Backing tracks

I am having to change my account details () with Paypal because of this recent incident with you and would hope that I don't have more conflict than this has already caused.

Kind regards

Shane P. McKenna

Dubai

Sept 8th 2013