A MetroWest woman was unable to secure her email account. After weeks of trying to log back in, she turned to our NBC10 Boston Responds team as a last resort.
Our viewer Alice, a senior citizen who did not want to appear on camera, said she was locked out of her AOL email account and had recently canceled the phone line she used for the account’s two-factor authentication.
Without access to the code sent to that number, she could not verify her identity to access her account.
She says she called customer service several times and even spoke to a supervisor, but was unable to resolve the issue.
Our NBC10 Boston Responds team contacted Yahoo Inc., AOL’s parent company, and within hours their customer support team contacted Alice and resolved the issue.
“I was afraid to have hope because this battle had already gone on for over a month … and was amazed that you called me back and resolved the issue so quickly,” she told NBC10 Boston Responds.
“I am overjoyed… you have no idea what a burden you have lifted from me.”
A Yahoo spokesperson told us:
“We strive every day to help our customers succeed while protecting their privacy. This means providing convenience and strict security policies to users of our products and services.
We will continue to work to minimize complexity and ensure that such transitions are a positive experience for customers.“
If you remove a line that you use for two-factor authentication on one of your accounts, remember to make changes before deleting the number!
If you have a consumer issue, contact NBC10 Boston Responds by completing our online complaint form and we’ll get back to you!
