Hotmail account blocked.

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Aug 26, 2018
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#1
Hello, I wanted to see if anyone has any advice or experience regarding a blocked hotmail account.
I have had the account for about 20 years, it's been my both work and personal account. A few weeks ago I got a message that due to suspicious activity I should do a security verification form. I really thought nothing of it and agreed. I answered the questions I could and got a reply that the information was not sufficient to grant me access to the account. I redid the form, this time looking up some information to complete more fields, and once again it was deemed that I could not prove to be the owner of the account. This is still the situation.

I began to research online as how best to resolve the situation and discovered that it may be impossible. I stared contact with the virtual agent, but this is surprisingly limited. I then found a live agent contact on outlooks facebook page of all places. I spent over an hour with him and ultimately his advice was to fill out the form again. It became apparent that this person had limited power in this situation, he was positive with what read like a lot of scripted replies. I did get a contact link for customer support. I began a conversation with the customer support, again I got a lot of positive scripted replies, and no answers to the actual questions I asked and the continual advice that I should fill out the form, as it is the only way to recover an account.

I have had success with Delta a few years ago to resolve a problem and it required me ccing my correspondence with low level customer support to the vice head of customer support when no progress was being made. I am always polite, I know you are less likely to get help from some one if you are angry with them. So I found some email addresses here for people in the top end of the microsoft pyramid. I chose not to email the CEO of the head of customer support but the next person down. The ironic thing was that the new outlook account I was forced to create in order to contact customer support would not allow me to send an email to Pam Bergeron as they could not be sure if was spam. So I had to send it via a gmail account. No reply. There seems to be no contact information between the lowest level of support and this top level of executives who in this case will not entertain my correspondence.

So I've reached a bit of an impasse. My brief research has indicated that the content of my hotmail account on the microsoft cloud is legally mine, but at this point I am reluctant to get into this, if they delay any conclusion for over a year they can delete my account as inactive. Via linked in I found hundreds of microsoft employees that I can message, but I think this is a one shot plan. I can imaging getting black listed for contacting someone over this issue, as linked in is owned by microsoft.

In conclusion, there is 20 years of work contacts many as well as correspondence that I would like to recover and I would appreciate if any one had advice as where I can go with this.

Thanks.
 
Mar 23, 2015
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#3
Hello, I wanted to see if anyone has any advice or experience regarding a blocked hotmail account.
I have had the account for about 20 years, it's been my both work and personal account. A few weeks ago I got a message that due to suspicious activity I should do a security verification form. I really thought nothing of it and agreed. I answered the questions I could and got a reply that the information was not sufficient to grant me access to the account. I redid the form, this time looking up some information to complete more fields, and once again it was deemed that I could not prove to be the owner of the account. This is still the situation.

Thanks.
Many years ago, I had a Hotmail account. At some point I started getting some angry emails from people and some odd activity. Turns out my email address had been used (*spoofed*) and people were getting emails from mel65@hotmail (not the real addy) that were spam, scams, and soft porn! The account was apparently reported to Hotmail a bunch of times and also eventually blocked. I don't know if that is what happened to you, but ... maybe?
 
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Aug 26, 2018
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#4
Was your account hijacked? Did the email you received have any links in it to click on?

Did you have any unusual activity on your account?
Thanks for the reply Neil.

My account was not hijacked that I was aware of, it was never stated by hotmail that this was the case and I didn't receive anything from people on my contact list to say they were getting strange emails from me. It was not an email I received to suggest that i do an online verification, it was a redirect prior to log in, I had the option to dismiss it which I did the first time but the next time I logged in I decided to do it. I really didn't think there would be a problem.

My suspicion is that I logged in after my VPN was activated, normally I open my browser first and my hotmail would automatically log on then I would turn on the VPN. From what I read, that people on holidays were having their accounts blocked, unusual ip addresses. So this is where I believe the security AI decided there may be a problem.
 
Aug 26, 2018
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#5
Many years ago, I had a Hotmail account. At some point I started getting some angry emails from people and some odd activity. Turns out my email address had been used (*spoofed*) and people were getting emails from mel65@hotmail (not the real addy) that were spam, scams, and soft porn! The account was apparently reported to Hotmail a bunch of times and also eventually blocked. I don't know if that is what happened to you, but ... maybe?
Hi Mel, I can imagine a situation like this happening, but I never had any indication that this did happened, no messages from friends to say they were getting odd emails from me. Microsoft have not shared any information as to why it was blocked beyond suspicious activity.
 

Neil Maley

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#6
Hi Mel, I can imagine a situation like this happening, but I never had any indication that this did happened, no messages from friends to say they were getting odd emails from me. Microsoft have not shared any information as to why it was blocked beyond suspicious activity.
You might not have had any warning. Hotmail might have been able to see it.
 
Aug 26, 2018
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#8
We have company contacts for Microsoft, including executives. Why not try writing to them?

https://www.elliott.org/company-contacts/microsoft/

Read the main Company Contact Page on how to escalate up the executive chain and see if one of them can help.
Thanks for the reply Neil.

I have tried to contact one person on that list a few weeks ago, but as I mentioned in my opening post, I could not send an email to her from my new outlook account and had to send it via a gmail account. It would appear they are firewalled some way from getting emails from the hoi polloi and I didn't expect a reply from an email that was sent though an account from one of their tech rivals.

To be honest this is an issue that doesn't require the attention of an executive, and If I was an executive of a billion dollar tech giant, I wouldn be all that interested in customer issue regarding a free* service they provide. I would truely love to talk to some one higher than the low level of customer support that's currently on offer. There is a enormous gulf between contact information available, the bottom or the top, nothing in between.

From what I gather they will never give information, so I will never know why this situation arose in the first place. I am ok with that, so long as I can somehow recover the account. I have asked the customer support to escalate the issue, but their replies have never addressed this request.

I am curious where I stand legally, I know that is a path to take as a last resort.

regards,

Niall.

*paid for by data harvesting.
 

Neil Maley

Moderator
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Advocate
Dec 27, 2014
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#9
You might not think it requires an executive but that’s often what it takes to get a problem fixed and it is the way a consumer with an issue needs to provide credit before our writers get involved in a case.
 
Feb 16, 2018
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#10
The terms of your account indicate that the information may already be deleted. I'm not sure if there will be anything left to recover.

  • 2. If your Microsoft account is closed (whether by you or us), a few things happen. First, your right to use the Microsoft account to access the Services stops immediately. Second, we’ll delete Data or Your Content associated with your Microsoft account or will otherwise disassociate it from you and your Microsoft account (unless we are required by law to keep it, return it, or transfer it to you or a third party identified by you). You should have a regular backup plan as Microsoft won’t be able to retrieve Your Content or Data once your account is closed. Third, you may lose access to products you’ve acquired.
 
Likes: NIall
Apr 10, 2017
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#11
Niall, I see why you think that but the actual executives aren't the ones reading and responding to these emails. Folks at that level have a team of assistants who do this for them. The difference between them and the lower level customer service people is they have much more authority to do things.
 
Likes: NIall
Mar 23, 2015
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#12
Hi Mel, I can imagine a situation like this happening, but I never had any indication that this did happened, no messages from friends to say they were getting odd emails from me. Microsoft have not shared any information as to why it was blocked beyond suspicious activity.
I should have been clearer. The emails I received were NOT from friends. I got a couple from strangers who'd received the spam/porn, etc.. saying things like, "WHY THE HELL WOULD YOU SEND ME THIS FILTH; I'M REPORTING YOU" etc.. that was the only indication I had until Hotmail closed the account.
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
13,450
13,077
113
New York
www.promalvacations.com
#13
"I got a couple from strangers who'd received the spam/porn, etc.. saying things like, "WHY THE HELL WOULD YOU SEND ME THIS FILTH; I'M REPORTING YOU" etc.. that was the only indication I had until Hotmail closed the account. :

There is your problem. Apparently your account was hacked and whoever hacked it was sending thing that are not permitted.

This is what we were trying to tell you in the beginning. You apparently were not aware your account was hacked. And they reported it.

You should have immediately contacted Hotmail and changed your password when you got the first one of those emails.
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
13,450
13,077
113
New York
www.promalvacations.com
#15
"I got a couple from strangers who'd received the spam/porn, etc.. saying things like, "WHY THE HELL WOULD YOU SEND ME THIS FILTH; I'M REPORTING YOU" etc.. that was the only indication I had until Hotmail closed the account. :

There is your problem. Apparently your account was hacked and whoever hacked it was sending thing that are not permitted.

This is what we were trying to tell you in the beginning. You apparently were not aware your account was hacked. And they reported it.

You should have immediately contacted Hotmail and changed your password when you got the first one of those emails.
Sorry - I thought this was the OP stating what happened.
 
Aug 26, 2018
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#16
The terms of your account indicate that the information may already be deleted. I'm not sure if there will be anything left to recover.

  • 2. If your Microsoft account is closed (whether by you or us), a few things happen. First, your right to use the Microsoft account to access the Services stops immediately. Second, we’ll delete Data or Your Content associated with your Microsoft account or will otherwise disassociate it from you and your Microsoft account (unless we are required by law to keep it, return it, or transfer it to you or a third party identified by you). You should have a regular backup plan as Microsoft won’t be able to retrieve Your Content or Data once your account is closed. Third, you may lose access to products you’ve acquired.
Hello Dave, thanks for the input. I believe the account is not yet closed, I am merely blocked from accessing it. I am still in contact with Microsoft customer support and they are still saying that I can get access to the account if I can verify who I am through their verification form.

What is interesting is that they can be compelled by law not to delete and return it.
 
Aug 26, 2018
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#17
You might not think it requires an executive but that’s often what it takes to get a problem fixed and it is the way a consumer with an issue needs to provide credit before our writers get involved in a case.
I shall write again to the customer support executives and I will update you on the feedback.
 
Aug 26, 2018
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#18
Niall, I see why you think that but the actual executives aren't the ones reading and responding to these emails. Folks at that level have a team of assistants who do this for them. The difference between them and the lower level customer service people is they have much more authority to do things.
Thank you ADM, good point and as I said in the above post I shall write again to see if something can be achieved.
 

jsn55

Verified Member
Dec 26, 2014
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#20
ADVOCATE ADVICE
I have little faith in email services, particularly free ones. Everyone should back up their information on a regular basis so you have important information saved somewhere. It's almost impossible to deal with these people, so you have to be pro-active and keep your important stuff somewhere safe.
 
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