I am so upset, angry and frustrated right now. I signed into Hotmail and found not one single email from over 10yrs apart from a 'Welcome to Hotmail email'. I had forgotten my password and needed to reset it, it was all very straightforward and then I find NO EMAILS! I hadn't used my account for a bit as I was hospitalised for a serious medical condition. I have lost emails from loved ones who have died during the bushfires to personal emails that I really wished to keep. It is not upgraded to outlook, it is still under Windows Live - Hotmail so the Outlook upgrade is not the issue.

I am devastated by this loss and as someone who traveled extensively backpacking and on working holiday programs / volunteering internationally, it was always seen as a 'safe' option to photocopy all your documents like passport, visas, immunisations, qualifications, flight details / information, accommodations, program fees / information, birth certificate and various other important things and email them to yourself. Microsoft was seen as a trustworthy company to use an email service that could be accessed globally, well-known with a great reputation.

Now my trust in Microsoft has been completely destroyed, I wouldn't be as upset if:

• my account had been deleted because at least then I would be more confident my information isn't being used for fraudulent purposes

• the inability to find any support contact information for Microsoft let alone their complaints service

• The fact I did not receiving any responses from their feedback form and finally to how I was treated by their chat support at Microsoft.

I was horrified at how I was treated and as someone who has previously worked as a senior tech, this is NOT how tech supports their customers. Yes Windows Live - Hotmail is a free service, HOWEVER, I purchase their products, if I didn't I would be using a Mac. I have paid insane prices for Office and various other software programs so I deserve to be treated with respect. I have spent tens of thousands of dollars on Microsoft since I owned my first PC many years ago but it shouldn't matter how much I have spent, even if I only bought a PC and I am running Windows, I still PAID for it so I deserve to be treated like a valued customer.

I have never hated Microsoft but right now after losing all my cherished emails, files and photos that were stored using a trusted company, I have lost faith in them. I spent hours trying to find information to resolve this issue and every contact page took me to somewhere else or some other page that was not relevant. 

I want to be assured if they can't retrieve my emails and my detailed information where someone could fake their identity will not fall into the wrong hands. I am devastated by the loss of many cherished documents let alone the identity information that is no longer there either.

On the off chance someone can actually resolve my issue or at least explain to me why it can't be resolved I would really appreciate it! Sorry for the massive vent, like I said I can't even remember the last time I was this mad. Thanks again though for hearing me out, it is greatly appreciated.