Data Protection Team Response Time: No call after 9 days

I am having the same issue.

I locked myself out of my account after changing my password and the Microsoft password change page didn't play nice with my password manager (LastPass)...

I have gone through the password reset feature and after having the system call me it sends my verification code TO THE SAME EMAIL ADDRESS THAT I'M LOCKED OUT OF. 

How is the "recovery address" allowed to be the same as the email address you're trying to access? That seems like a glaring issue with your developers. Why is there not a simple "you can't have these two be the same warning" when creating the account? 

So, no matter whether I try and recover through email or through phone, I can't get access to my account. 

I opened a ticket on Saturday and it is now Wednesday. I have called support several times and have finally been told that my ticket was assigned to the data protection department and to someone named "Carlos." 

As it turns out "Carlos" tried to call me from a Costa Rica number at 8am YESTERDAY, and I dismissed the call thinking it was spam. 

"Carlos" left no message, and didn't update the ticket. I did not get any kind of indication that this team or this department were on the job.

I decided to test the number of the missed call, and hit a voicemail of someone named Carlos. I have now left Carlos a voicemail several hours ago, and there has still been no response. 

So here's where we're at...

1. I have a domain account that I am locked out of...
2. I use this account for my work...
3. I have been unable to access this account for three days now...
4. There has been no communication from the team other than one missed call and zero communication about said call...
5. I have lost three full days of productivity because of this glaring programing error and it seems that no one has any power or control to deal with this through normal support channels.
6. I have been forced to play detective and respond to my original support email, call into support to talk to new support people, and now call a missed number from Costa Rica in order to try and get access to my account because of a simple email reset. If you think, Microsoft, that your process makes us more secure, think again.

This has been unbelievably frustrating and I'm having a very hard time understanding how Microsoft has any customers at all... 

I won't go into what caused me needing to change my password in the first place, but let's just say that if DKIM is not enabled by default on your exchange account, what you have to go through as a customer is insane. 

So frustrated.

Hi,

It was finally resolved for me although I had to wait almost two weeks.

Very inconvenient and I was extremely unhappy since I am paying for a business product. 

I would like to add when I finally did speak to a staff member they were very good. Just be mindful they are just following the process and cant deviate from this. It would be nice to see Microsoft increase staff in this team as it's clearly required.

Hi 

Did anyone find a way to speed up this process.

I'm now on day 10 waiting for Data Protection Team to call.  

When I call MS support they always inform that Data Protection Team will  call me with in 24 hours.  But still no call and I have not been able to access my email's for more than 10 days.

This is the worst service I have experienced from a service company

In the emails about your tech support case should be a contact for a "supervisor" or "tech lead" (I don't remember the exact phrase) that you should try to reach out to and make it clear to them that this is unacceptable. Don't give an inch and be very insistent.

Sometimes (no guarantees) that will light a fire under them because the last thing the useless supervisors want is a bad feedback that can jeopardize their cushy job.

Hi Arck,

Thank you for your reply and escalating this concern to the relevant team. 

I still have not been contacted although I hope to be contacted very soon. I would never have thought the issue I am experiencing would take anywhere near 9 days to resolve.

Kind regards

NathanM4