Hi Everyone, I read that many people complained about Data Protection Team at Microsoft and I want to add my voice to them, as it is a black hole. Due to a Microsoft bug for password less login, everyone in my organisation is unable to login to their account. I am posting this message with a different microsoft exchange server. The business has been down for four days, I contacted Microsoft at least 10 times. This is what happens every single time, great example of a complete system and technology failure: operator asks for contact details, case number, my address, business name etc. redirect to Data Protection team3. Data Protection team operator talks as if s/he has absolutely no clue what happened in the case despite providing them with case number4. I explain everything that happened from scratch with all the little details again as they ask the stupid questions every time5. They say what your contact details is, engineer will call you6. no one calls and I call back and go through above steps again and again and again, exactly the same every time, and every time no one has a clue of previous information about the caseI asked the operator to connect me to their manager, they refused. I asked them to connect me to engineer and they refused. Yesterday I called and someone said they contacted you! After digging deeper, realised they sent an email to the account that is locked out! Despite having my phone number, despite having my gmail email address and despite knowing how urgent it is, they contacted a locked account after 4 days and expected a response! So the operator for the 10th time took my details and now 16 hrs passed and no one has called. I need Microsoft to understand that my business is fully down due to their fault. I am hiring new employees who are supposed to start this week, I can’t use emails to contact them, I can’t use Slack because it has SSO, I can’t use my project management software because of SSO, and I can’t access my files because of SSO. Updating me about the case is the least they can do, but they prefer to play ignorance. Really frustrating and extremely disappointing of Microsoft. This is a formal complaint as I couldn’t talk to any other human that thinks out of the box and help me talk to someone who has the power to take action. A complete black hole call back procedure.

Hi everyone: THERE IS HOPE. I am a the sole global admin and got locked out of all my MSFT accounts because I lost access to my Authenticator on my old cell phone and was stuck in a authenticating loop. I had no other way of verifying set up. My mistake - lesson learned. This occurred two weeks ago and I was able to regain access yesterday with the help of the Executive Support Team/Data Protection. That's right, I lost and regained access all in two weeks not months . I read all these forums and was in total panic after reading these horror stories but was determined find a resolution. Here are some things that worked for me. I should note that after filing my support request, I did receive a call from a support engineer in a week and a half from the data protection team, but they called at 6:45 a.m. and I was not awake. They also emailed me and I responded with days/times I was available and they never called me back. Up to that point, I was calling and messaging Azure Support daily to get this worked out. Point, someone did actually call me within a week and one day of me getting a support request #. I only had one ticket. I filed two Notices of Dispute with Microsoft online: https://www.microsoft.com/en-us/legal/arbitration I threatened bringing arbitration and that I had also filed a complaint with my state's attorney general's office for consumer protection as an unfair and deceptive practice. I alleged that their failure to respond in a timely manner while continuing to charge me amounts to an unfair an deceptive practice. My AGs office decided it was a possible CPA violation and reached out to Microsoft and within a day, I heard from someone from the Data Protection Team who had me verify my account and was very polite and very responsive and called me back multiple times when we were disconnected. I stopped calling daily and/or chatting with Azure Support on X. I was doing this daily and sending screenshots. I also only had one support ticket open. I think that opening more tickets puts you to the bottom of the line. Finally, I don't know if this helped or not, but I messaged many escalation support engineers I looked up on Linkedin in India or who had job descriptions who looked like they worked in this area and asked them for help. I have Premium and messaged those with verified or Premium accounts. I also have Premium and have many connections so I look legitimate. Each time, someone responded to me and sometimes they said they could not help me and I was finally able to reach a man who said he knew my engineer and had emailed him. He even messaged me this morning to make sure my issue was resolved. Bottomline, calling customer support doesn't really get you anywhere. Contact your state's consumer protection office. Use the words unfair and deceptive for having to be billed for a service you cannot use and cannot cancel because no one will call you back. File a Notice of Dispute online. Worst case, be prepared to file for arbitration, I was ready to do this. Reach out to those on LinkedIn and get a Premium account or get verified so you look legitimate and send extremely nice messages to these people. FWIW, I was nice to everyone I talked to and never yelled at anyone or was degrading/passive aggressive. Bark up the right trees .

DPT called and emailed me today - only 7 days after I first down and called! It's a miracle! I missed them but am making myself completely available tomorrow.

I am experiencing similar issues - every time i call them , they say someone will call you - their data protection team is very irresponsible - i suggest senior management must review the department's staff - Microsoft needs to hire some responsible technical staff who can take ownership of a problem and really put an effort to resolve the issue - I have been asking them to reset the password because email and phone numbers for the authentication code does not exit - they cant even address such a simple issue

I have tried this. I've created tickets to just get a callback to see if my original ticket has been assigned yet. It's only been 2 weeks, but it's truly a disaster. I'm amazed that such a bug has no workaround. I read that someone is on week 7 of waiting, so am looking at migrating our domain to Google. The most frustrating part has been the hours of waiting on hold with terrible music, to sometimes reach an advocate that can't do anything for us.

Microsoft Nightmare - Data Protection team

Anonymous

Hi Everyone,

I read that many people complained about Data Protection Team at Microsoft and I want to add my voice to them, as it is a black hole.

Due to a Microsoft bug for password less login, everyone in my organisation is unable to login to their account. I am posting this message with a different microsoft exchange server.

The business has been down for four days, I contacted Microsoft at least 10 times. This is what happens every single time, great example of a complete system and technology failure:

operator asks for contact details, case number, my address, business name etc.
redirect to Data Protection team3. Data Protection team operator talks as if s/he has absolutely no clue what happened in the case despite providing them with case number4. I explain everything that happened from scratch with all the little details again as they ask the stupid questions every time5. They say what your contact details is, engineer will call you6. no one calls and I call back and go through above steps again and again and again, exactly the same every time, and every time no one has a clue of previous information about the caseI asked the operator to connect me to their manager, they refused. I asked them to connect me to engineer and they refused.

Yesterday I called and someone said they contacted you! After digging deeper, realised they sent an email to the account that is locked out! Despite having my phone number, despite having my gmail email address and despite knowing how urgent it is, they contacted a locked account after 4 days and expected a response!

So the operator for the 10th time took my details and now 16 hrs passed and no one has called.

I need Microsoft to understand that my business is fully down due to their fault. I am hiring new employees who are supposed to start this week, I can’t use emails to contact them, I can’t use Slack because it has SSO, I can’t use my project management software because of SSO, and I can’t access my files because of SSO.

Updating me about the case is the least they can do, but they prefer to play ignorance.

Really frustrating and extremely disappointing of Microsoft. This is a formal complaint as I couldn’t talk to any other human that thinks out of the box and help me talk to someone who has the power to take action. A complete black hole call back procedure.

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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Anonymous

2024-02-01T16:14:58+00:00
Hi everyone:

THERE IS HOPE. I am a the sole global admin and got locked out of all my MSFT accounts because I lost access to my Authenticator on my old cell phone and was stuck in a authenticating loop. I had no other way of verifying set up. My mistake - lesson learned. This occurred two weeks ago and I was able to regain access yesterday with the help of the Executive Support Team/Data Protection. That's right, I lost and regained access all in two weeks not months. I read all these forums and was in total panic after reading these horror stories but was determined find a resolution. Here are some things that worked for me.

I should note that after filing my support request, I did receive a call from a support engineer in a week and a half from the data protection team, but they called at 6:45 a.m. and I was not awake. They also emailed me and I responded with days/times I was available and they never called me back. Up to that point, I was calling and messaging Azure Support daily to get this worked out. Point, someone did actually call me within a week and one day of me getting a support request #. I only had one ticket.
1. I filed two Notices of Dispute with Microsoft online: https://www.microsoft.com/en-us/legal/arbitration I threatened bringing arbitration and that I had also filed a complaint with my state's attorney general's office for consumer protection as an unfair and deceptive practice. I alleged that their failure to respond in a timely manner while continuing to charge me amounts to an unfair an deceptive practice. My AGs office decided it was a possible CPA violation and reached out to Microsoft and within a day, I heard from someone from the Data Protection Team who had me verify my account and was very polite and very responsive and called me back multiple times when we were disconnected.
2. I stopped calling daily and/or chatting with Azure Support on X. I was doing this daily and sending screenshots. I also only had one support ticket open. I think that opening more tickets puts you to the bottom of the line.
3. Finally, I don't know if this helped or not, but I messaged many escalation support engineers I looked up on Linkedin in India or who had job descriptions who looked like they worked in this area and asked them for help. I have Premium and messaged those with verified or Premium accounts. I also have Premium and have many connections so I look legitimate. Each time, someone responded to me and sometimes they said they could not help me and I was finally able to reach a man who said he knew my engineer and had emailed him. He even messaged me this morning to make sure my issue was resolved.
Bottomline, calling customer support doesn't really get you anywhere. Contact your state's consumer protection office. Use the words unfair and deceptive for having to be billed for a service you cannot use and cannot cancel because no one will call you back. File a Notice of Dispute online. Worst case, be prepared to file for arbitration, I was ready to do this. Reach out to those on LinkedIn and get a Premium account or get verified so you look legitimate and send extremely nice messages to these people. FWIW, I was nice to everyone I talked to and never yelled at anyone or was degrading/passive aggressive. Bark up the right trees.
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Anonymous

2024-01-25T15:49:36+00:00

DPT called and emailed me today - only 7 days after I first down and called! It's a miracle! I missed them but am making myself completely available tomorrow.
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Anonymous

2024-01-25T15:49:13+00:00

DPT called and emailed me today - only 7 days after I first down and called! It's a miracle! I missed them but am making myself completely available tomorrow.
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Anonymous

2024-01-23T20:45:38+00:00

I am experiencing similar issues - every time i call them , they say someone will call you - their data protection team is very irresponsible - i suggest senior management must review the department's staff - Microsoft needs to hire some responsible technical staff who can take ownership of a problem and really put an effort to resolve the issue - I have been asking them to reset the password because email and phone numbers for the authentication code does not exit - they cant even address such a simple issue
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Anonymous

2024-01-23T19:25:49+00:00

I have tried this. I've created tickets to just get a callback to see if my original ticket has been assigned yet. It's only been 2 weeks, but it's truly a disaster. I'm amazed that such a bug has no workaround. I read that someone is on week 7 of waiting, so am looking at migrating our domain to Google. The most frustrating part has been the hours of waiting on hold with terrible music, to sometimes reach an advocate that can't do anything for us.
Was this answer helpful?

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