mS agent deleted my years of emails & I need them back, please!

Question

mS agent deleted my years of emails & I need them back, please!

Arleen G 0

Dear Microsoft

Hope all is well.

I contacted Microsoft because I wasn’t receiving my emails in Outlook Classic. The agent wouldn’t call me, as if asked him to do before he took any action (claiming there’s a system problem that’s delaying his ability to call me). He then proceeded to create a restore point, he said, and then he DELETED my MAIN EMAIL ACCOUNT (a *****nGG@r**.com ******@rcn.com)!!!!

When I complained, all via chat, he put the email account back, but without its original folders and subfolders, and most importantly, MISSING YEARS of emails!!!

This has caused me great heartache and sorrow, as I am now missing emails regarding my two now-deceased sons (one in February 2007 & the other in April 2025), as well as my most recently deceased husband (died April 2026)!!!

Now, I have little or nothing (just a smattering of the emails I’d received from July to present (6,500+) — nowhere near the total number of emails I’d saved!

Shivnesh/MS Chat Agent is the one who deleted my whole account on 9/11/2026, and was supposed to have created a ticket for a supervisor to call me, which had yet to occur!

I had my sons’ and husband’s Celebration of Life slideshows and programs in those folders, as well as many important documents (I.e., birth and death certificates, a song my dearly departed son had written to me, tax returns, etc).

I am affording you the opportunity to rectify this tech’s error before I contact my lawyer because there is no excuse for this shoddy workmanship, especially since it is causing me great heartache and terrible inconvenience!

Be sure to reply to this email (preferably in writing) forthwith!

Thank you and best regards

Ms G*****

646--*******

NEED MY YEARS OF EMAILS & FOLDERS & SUBFOLDER BACK, PLEASE!

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Answer 1

Hi Arleen,

I’m very sorry to hear about this, especially given the personal importance of those emails. One important point is that removing an email account from Classic Outlook normally does not delete the actual email account; it removes the account and its locally cached content from Outlook.

Since this appears to be an RCN email account, I would first sign in directly through your email provider’s webmail and check whether the older folders and messages are still on the server. Also, please do not delete or modify any Outlook data files on the computer. Search for existing .pst files, as POP accounts and archived Outlook mail may be stored locally in these files and can be reopened through File → Open & Export → Open Outlook Data File.

Because this happened during a Microsoft Support session, I would also follow up on the existing support case and request escalation, clearly stating that previously available folders and historical mail disappeared after the account was removed and re-added.

For privacy, I recommend removing your phone number and partially visible email address from this public post.

Thank you, and feel free to respond back for more assistance.