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.

I listed the steps to the resolution on 06-Dec-2023 in a reply to the initial post.

RESOLUTION - WALK THROUGH/STEPS After 7 weeks of being locked out, $4,800 in lost revenue, and a dozen upset customers - I am finally able to access my account! The fix for this issue takes a matter of minutes - the big issue is getting to the right department. The Data Protection Team is in India - that's just how it is but don't let that bother you (these are educated individuals that are fluent in English); it might take some patience but you will survive the interaction! Here are the steps folks: Call Microsoft Business Solutions Support via the number for your region here's a link to the listing: Global Customer Service phone numbers - Microsoft Support When it asks if you are a business or personal customer state "BUSINESS" When it asks for your issue, state "EXCHANGE ONLINE" You will be transferred to a "Support Advocate" Explain that you have an "AUTHENTICATOR TOKEN ISSUE" and need support from the "DATA PROTECTION TEAM" Your call will be routed to a technician, explain that you are the "TENANT OWNER" and ask them to "CREATE A TICKET" WRITE DOWN THE TICKET NUMBER! Ensure that they have your phone number, ask them to "ADD AN ALTERNATE EMAIL FOR CONTACT" (it defaults to the email you can't access) if you don't hear back in 24-hours, repeat steps 1/2/3 and quote the ticket number at step 4. When you are paired with the tech that will own your ticket (fix your situation) they will validate your identity and ensure that you are the tenant (owner) of the subscription. Once validated they will remove the old (non-working) Authenticator token and place a new one in its place. They will call you back and walk you through a successful install and log-in. I advise that you use the app QUICK SHARE and review your settings with the tech (review phone number and alternate email address) in the event it happens again and you'll be able to reset without needing to contact support again. In the event that you've been locked out for a while, you should log into the accounts.microsoft.com and click "Help and Support" and create a ticket under billing to explain the issue and request a refund or credit for the period you were without service (in my case it was 2 billing cycles). I hope that this is helpful

I am experiencing the same issue, and I plan to contact my lawyer to initiate a Small Business Lawsuit. It has been 7 days, and I haven't received any resolution; all I keep hearing is the same response, 'We will call you.' To add to my frustration, my emails were initially hacked. I'm puzzled as to how this could happen when my account has Two-Way Authentication enabled. When I call for support, the Indian support team often struggles to comprehend the issue. The phone system frequently disconnects, and the wait times are exceedingly long. Additionally, the call volume is so low that it's hard to communicate effectively. Please have some support in USA Microsoft, you make money from USA customer so give them USA support. I'm extremely dissatisfied with this level of support from Microsoft.

I finally got a call back after 2 MONTHS and multiple letters to the legal department. My business would have been completely shut down had I not (1) signed up workspace account with Google (2) merged my custom domain email to go there instead of Microsoft outlook (3) cancelled the business credit card that microsoft used to bill me for 365. Unreal.

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.

0 comments

78 answers

Anonymous

2023-12-06T18:36:16+00:00

I listed the steps to the resolution on 06-Dec-2023 in a reply to the initial post.
Was this answer helpful?

0 comments No comments
Anonymous

2023-12-06T18:34:43+00:00
RESOLUTION - WALK THROUGH/STEPS

After 7 weeks of being locked out, $4,800 in lost revenue, and a dozen upset customers - I am finally able to access my account! The fix for this issue takes a matter of minutes - the big issue is getting to the right department. The Data Protection Team is in India - that's just how it is but don't let that bother you (these are educated individuals that are fluent in English); it might take some patience but you will survive the interaction!

Here are the steps folks:
1. Call Microsoft Business Solutions Support via the number for your region here's a link to the listing: Global Customer Service phone numbers - Microsoft Support
2. When it asks if you are a business or personal customer state "BUSINESS"
3. When it asks for your issue, state "EXCHANGE ONLINE"
4. You will be transferred to a "Support Advocate" Explain that you have an "AUTHENTICATOR TOKEN ISSUE" and need support from the "DATA PROTECTION TEAM"
5. Your call will be routed to a technician, explain that you are the "TENANT OWNER" and ask them to "CREATE A TICKET"
6. WRITE DOWN THE TICKET NUMBER!
7. Ensure that they have your phone number, ask them to "ADD AN ALTERNATE EMAIL FOR CONTACT" (it defaults to the email you can't access)
8. if you don't hear back in 24-hours, repeat steps 1/2/3 and quote the ticket number at step 4.
When you are paired with the tech that will own your ticket (fix your situation) they will validate your identity and ensure that you are the tenant (owner) of the subscription. Once validated they will remove the old (non-working) Authenticator token and place a new one in its place. They will call you back and walk you through a successful install and log-in. I advise that you use the app QUICK SHARE and review your settings with the tech (review phone number and alternate email address) in the event it happens again and you'll be able to reset without needing to contact support again.

In the event that you've been locked out for a while, you should log into the accounts.microsoft.com and click "Help and Support" and create a ticket under billing to explain the issue and request a refund or credit for the period you were without service (in my case it was 2 billing cycles).

I hope that this is helpful
Was this answer helpful?

0 comments No comments
Anonymous

2023-12-06T17:34:00+00:00

I am experiencing the same issue, and I plan to contact my lawyer to initiate a Small Business Lawsuit.

It has been 7 days, and I haven't received any resolution; all I keep hearing is the same response, 'We will call you.'

To add to my frustration, my emails were initially hacked. I'm puzzled as to how this could happen when my account has Two-Way Authentication enabled.

When I call for support, the Indian support team often struggles to comprehend the issue. The phone system frequently disconnects, and the wait times are exceedingly long. Additionally, the call volume is so low that it's hard to communicate effectively. Please have some support in USA Microsoft, you make money from USA customer so give them USA support.

I'm extremely dissatisfied with this level of support from Microsoft.
Was this answer helpful?

0 comments No comments
Anonymous

2023-11-28T23:15:20+00:00

I finally got a call back after 2 MONTHS and multiple letters to the legal department. My business would have been completely shut down had I not (1) signed up workspace account with Google (2) merged my custom domain email to go there instead of Microsoft outlook (3) cancelled the business credit card that microsoft used to bill me for 365. Unreal.
Was this answer helpful?

0 comments No comments
Anonymous

2023-11-28T19:50:27+00:00

******@cbc.ca
Was this answer helpful?

0 comments No comments