I'm back. I have not been abducted by aliens. I wasn't locked in a Samoan prison camp. I didn't fall into a coma. Nor did I suffer from temporary amnesia. Temporary insanity, yes. Amnesia, not quite.
So what happened?
Since April 28th, I have been locked out, frozen solid from my Yahoo email account. I've got to tell you, this has been one of the most frustrating experiences of my life and I hope never to have to repeat it.
I'm sorry if you were worried or confused that I didn't respond to your emails. It wasn't anything personal. I just couldn't. Here's what happened.
I came into the Peace Corps office on Monday morning, April 28th, after spending all weekend riding my bike around the other island. The big one. Savai'i.
I had taken tons of pictures and I was going to send this great email about the trip (still will, but later). But when I tried to log onto my email account in the office, I got a message saying "invalid password".
Not a big deal. I get this all the time. I can't really type and, since I tend to try to do things too fast, I always mistype my password. I try again. Same result. And again. Same result. I check the Caps Lock. It's off. I start scratching my head while I restart the computer. Surely, that will solve the problem. Who are we kidding here? Doesn't that solve every computer problem?
Well, it doesn't. I try the other computer and the same thing happens. What the fuck is going on here? I know I didn't change my password. Must be a problem at Yahoo. Sometimes you can't get into the accounts because they are updating the database software or there's just some kind of temporary problem.
I decide to try one of my other accounts. It works fine. I try hechtic1 again. Nothing. Oh, well, I'm just to have to request a new password.
I've never had to do it. I've had the same password for this account since I opened it in the mid 1990s. That's probably not too smart, but I don't give my password out and I've never had a problem. I know Yahoo has a retrieval system for idiots who misplace or can't remember their passwords. Now, it appears, I'm one of those idiots.
I go to the page expecting them to ask me my "secret question". You know, the one they make you give them when you register for your account. What's your pet's name? What's your mother's maiden name. Stuff like that.
Instead they want your birthday, your zip code and your country. That's fine I know all those things. I'll just type them in. Yes, just like that.
Wait. I don't know. I don't know where I was when I signed up for this account. God, how long ago was that? Where was I? Hmmm…
I was living in Atlanta when I bought my first computer, but that was over 8 years ago. And I lived in 4 different places with four different zip codes in the 16 months I lived in the ATL. Could I even remember a single zip code? Nope. Again, no problem. That's what the Internet was made for.
I find zip codes for Atlanta. I punch them into Yahoo's retrieval page, but I'm getting nowhere. Time again, all I get is message to the effect that what I'm inputting doesn't match their stored data.
Fuck it, I'm going to try every zip code I can ever remember living or working in since I came back from Australia in 1995. That should cover. I try Los Angeles. I try Encino. I try Culver City. I try Santa Cruz. I try Atlanta again. I try Burlingame, Oakland, Orinda, Lafayette, Redwood City. Stonewalled.
Before too long I'm getting a message back from the Yahoo page saying that "for my protection" they are shutting down the retrieval page because too many zip codes have been tried in too short a period of time or some such nonsense. Try back later. Fucking wonderful. I feel the protection of Yahoo. Thank you, Yahoo.
Now I want write somebody. Actually, what I want to do is rip out someone's fucking skull, but I think traditional correspondence might be more effective at this time. Except, go and try to find a email link or a "contact us" link on the Yahoo site. Your kids will age and wither away before you find a simple email link anywhere on Yahoo's site.
You have pass through a labyrinthine maze of web pages in order to get to a form that sends a message to someone somewhere. God knows where.
When I finally hunt down this dark corner of the Yahoo world, I send a message:
Hi-
My account is inaccessible at the moment for some reason. The password is not working (it was working yesterday).
I want to request a new password, but I can't for the life of me remember where I was living when I first set up this account years ago.
What can I do?
thanks,
Andrew
Andrew Hecht
Peace Corps Samoa
I feel this is a nice message. It's simple. It's non-threatening. It's to the point. It turns out not to matter because immediately I receive a form letter from Yahoo. I could have written anything. I could have told them I was being raped by a mutant hippopotamus from Pluto and I would have gotten the same response.
Among other things, the form letter ( Yahoo letter, April 28) instructs you, just to make sure you're not a complete idiot, that passwords are case sensitive. And in case you don't know what that means, they give some examples:
PASSWORD
PaSsWoRd
password
Goddamn, I find this information handy. The letter is rife with similar kernels of useful knowledge.
At the tail end of the email, there are instructions to send in more personal information, on the off chance that the stellar instructions described in the form letter don't yield a solution.
I'm looking at this list requested and I'm thinking, great, more information that I should know which I don't have at my finger tips at the moment. This is what they want:
1. Yahoo! ID
2. Date of birth (mm-dd-yyyy)
3. ZIP/Postal Code
4. Country
5. Alternate (non-Yahoo!) email address that we currently list
6. Your new alternate email address (Please note, this cannot be a Yahoo! Mail address)
7. Secret Question and Answer
Yahoo ID. That one, I've got. Date of birth. I'm good there. Zip code, that might be a problem. Alternate email that Yahoo currently lists? How the hell am I supposed to remember that. No fucking chance. For new email address I quickly set up a Hotmail account. I think I know my secret question, but who really knows. It was all so long ago.
I write up an email and explain my situation. That I'm a Peace Corps volunteer in Samoa. That I've been frozen out of my account. That my records are locked up in a storage facility in Alameda, CA. Blah. Blah. Blah.
And I go home, seriously fucking pissed off, but hopeful that this matter will be resolved quickly. That was April 28th. I wouldn't get back into my Yahoo email account until May 29th.
A month is a short period of time in great scheme of things, but when you're locked out of your email account, the one you've been using all your Interneting life, the one with all your stored stories, the one with your address book, the one with all this stuff that is not backed up anywhere in creation, time passes in, well, a glacial fashion. It's like you're on geologic time now. Everything is moving slowly. Like your walking through molasses or you've got stick'em on the soles of your shoes. I don't know if this last month was a era, and epoch or an eon, but it felt damn pre-Columbian and lengthy.
The lost addresses are the worst. I try to recall some of them, but I'm not exactly famous for having a great memory. That's why you have your contacts stored online, right?, so you don't have to remember. My dad has had the same email address for years, but I couldn't tell you what it is. It's safely stored in my Yahoo account.
Of course, that night, I don't sleep all that well. I haven't been sleeping fantastically here and this new development isn't helping at all. I don't need any more stress and anxiety. I've got enough for large Samoan family.
I try to come up with strategies to resolve this problem. I need the zip code. The zip code is the key. I had some information stored on my computer, but I just recently upgraded the operating system and the program with my stored address information, Palm Desktop, doesn't work anymore.
Oh, shit, what a dumb ass. I have my Palm Pilot. The right zip code must be in there somewhere. Where did I put that thing?
I find it in one of the desk drawers. Only it won't turn on. The battery must be dead. It has a tendency to drain. I just plug it into its cradle and plug the cradle into the well. There you go. And…nothing. The thing is dead. Just like my email account. Great. Fantastic. Thanks a lot. Another humidity victim.
In the morning I return to the Peace Corps office. I open up my other Yahoo account (hechtic2) and there's an email from Yahoo. It's from Yahoo! Account Services. The first of many. But I don't know that at the time. I think this is about to end and I'm going to get into my account with little damage.
I open up the email(Yahoo letter, April 29 (I)) and I'm flabbergasted.
It says they are terribly sorry, but because I can't come up with the minimal information that they requested, they can't help me. There's nothing they do. So, terribly sorry. Especially if this causes an inconvenience.
Inconvenience? Inconvenience? Do they even know what the fuck they are talking about. This is followed by some B.S. about the security and privacy guidelines that they must adhere to. Of course, it's these same guidelines that supposed to be protecting me that are keeping me out of my account. The irony of this doesn't hit me at the time, but it certainly will later.
To top it off, there's no name attached to the email. The salutation reads:
Thank you again for contacting Yahoo! Customer Care.
Regards,
Yahoo! Customer Care
Oh, you're welcome.
Well, this is unacceptable. I respond saying that surely there's something we can do. I mean, come on, I'm a Peace Corps volunteer living in the middle of the South Pacific. Email is the only way I keep in touch with people I know. We've got to find a solution.
Later that day, I get another response from Yahoo (Yahoo letter, April 29 (II)). This email is a virtual carbon copy of the last one. It's the same thing, with only slight differences. This is not doing me any good.
It's time to enlist some friends on the home front to see if they can't help me out. First thing I do is email my brother in DC. He tries to go through the same email rat trap with Yahoo and gets no where. He calls them and Yahoo says there's nothing they do because it's not his account. I was going to have to call. As if I was going to call and spend 20-30 minutes laboring through the Yahoo voicemail system long distance from Samoa. Yea, that was going to happen.
When I emailed my friend Peter (I found his email on his law firm's web site), he told me he knew Tim Koogle, one of the founders of Yahoo. Did he want me to email him? I said, yes, if he thought it would do any good. But Pete, rightly so, said that he would probably think that I was a crank and it would be a waste of time. Pete also tells me to send a letter to Yahoo Abuse ().
This is the first time I start to think this is going to be a long process.
I send another letter. This time, I'm starting to get somewhat ticked off, so I cc: Terry Semel, the CEO of Yahoo, Jerry Yang, the other founder and Yahoo Abuse. That should get a fire started.
Meanwhile I'm getting nowhere responding to the form letters, so I go back to the Yahoo online customer service maze and start over.
I explain again the situation (Yahoo letter, April 30), that I'm locked out of my account. That I'm getting nowhere replying to the form letters. That I don't recall being asked to make sure that I remember my zip code I used to sign up for the account because I was going to need it if I ever lost my password. (I even went through the process of starting a new account to see if Yahoo says anything about it that I might have forgotten, but they don't). I tell them again, that I'm a Peace Corps volunteer. I give them some details about the account that only I should know and I beg them to help me find a solution.
I get back another form letter. Same as the first one. This is very disheartening. Of course, I should have known better. I was just so angry and desperate that I wasn't thinking straight.
I write more. I ask to speak to someone with a name. I ask to speak to a supervisor. I ask to speak to someone can make decisions. I get absolutely nowhere. This goes on forever. In my geologic mind set, I'm stuck in an Ice Age. Frozen out of my account. All my emails going extinct.
Every day though, I'm thinking. Today could be the day. Today could be the day that some kind-hearted soul at Yahoo takes pity on a poor bleating Peace Corps volunteer in the middle of Whoop-Whoop.
Ok, so where was I? Right. I was locked out of my email account and hoping that some white knight would come riding in from the bowels of the Yahoo customer service miasma and rescue me.
On the 8th of May (Yahoo letter, May 8), I received an email from Yahoo that I thought signaled the beginning the end.
While still not signed by an person, the letter was the first of any personal nature -- it recognized that I was a Peace Corps volunteer. That was a good start. And this email, unlike all the previous ones which were from Yahoo Account Services, was from something called Yahoo Customer Care, which, it turns out, is about as big an oxymoron as you're likely to encounter, but at the time, it seemed promising.
We received your inquiry regarding your Yahoo! Mail account relating to your service as a Peace Corps volunteer in Samoa. We're not really clear on the problem that you are having. Can you describe it in more detail? We'll be happy to help.
I'm not sure how they couldn't be clear on the problem unless they just didn't read the previous emails or were a bunch of imbeciles, or, perhaps, both. I think I spelled it out in fine fashion, but I went at it again, wrote another long email, seriously thinking this was going to be last of it. I couldn't have been more wrong.
I didn't get a letter back for five days (Yahoo letter, May 13), and then, only after prodding them for a response.
The news is not good. Yahoo has "been unable to duplicate [my] error." This is a perplexing development since all you need to do to "duplicate" my error is try to sign in with my ID and password. It's really that simple and they can't duplicate it. A trained, arthritic chimp with cataracts and carpal tunnel syndrome could duplicate my error. I am truly working with morons here.
We go back and forth, trading emails, mostly with the completely useless, Yahoo Account Services. I'm trying to be as helpful as possible, fighting a losing battle against unleashing my notorious temper which is not helped by the fact that Yahoo is being elusive.
After constant pestering, I finally get another letter back from Yahoo Customer Care on May 20th (Yahoo letter, May 20).
Here's the brilliant summation of events from the mental giants at Yahoo Customer Care:
Regarding your account, hechtic1, it appears that messages have been viewed as of today, which means there must be account access.
Wonderful. Great. At least my account hasn't been accidentally deleted. But at this point I didn't even have a clue as to the depth of the problem. I thought the so-called "account access" was by another division of Yahoo working at cross purposes with Customer Care. How could I have known how really fucked up this situation was? I couldn't have.
At this point, I started to lose the plot. We're talking over three weeks now that I've been fighting this daily battle with Yahoo who doesn't even think there is a problem. I fired off a series of angry emails with carbon copies to anybody I could think of. I had been scouring the internet searching for emails for producers of Yahoo Mail, Yahoo PR, anybody Yahoo. I even sent an email to someone I once interviewed with in the Yahoo Sports division. Someone out there had to be able to do something.
I hit up my friend Peter again and said it might be time to contact Tim Koogle. Instead he put me in touch with a buddy of his named Rikk who knew someone who worked for Yahoo Engineering. He should be able to reset my password. The light at the end of the tunnel wasn't exactly blinding, but it was growing ever closer.
On May 28th (Yahoo letter, May 28) I got a letter from someone with a name. Some guy named Carlo from Yahoo! Mail Abuse, whom I had cc:ed on an email in the early days of the crisis.
Account privacy and security is extremely important at Yahoo!. Based on the information you have supplied and similar reports, it appears you may have received a fraudulent email stating that it was from Yahoo!. Yahoo! is in no way associated with such an email message. No Yahoo! employee will ask you for your password in an unsolicited phone call or email message. If you are ever asked for your password in an unsolicited manner *do not* share your password.
I didn't recall getting the aforementioned email, but hey were going to be able to reset my account, so what did I care?. All I needed to do was to verify my account. So how, you might ask, do I verify my account? With the zip code, naturally. What is it with these fucking zip codes?
I emailed Carlo back (Response to Carlo, May 28), thanking him for actually signing his name on the email. Then I told him the problem and I listed for him every zip code I could ever remember living in since before Yahoo was founded.
The next day he replied ( href="/lifeinsamoa/ebayyahoo/letterfromcarlo2.html" target="_blank" >Yahoo letter, May 29) and told me that he reset my password and had it sent to my Hotmail account. AND THE CROWD GOES WILD!
When I read that my hands shot up in the air like I just crossed the finished line on the last day of the Tour de France. My friend Kris was sitting behind me in the Peace Corps office when I got the news. I was taking bets on how many unread emails were in my inbox while I retrieved the new password from my Hotmail account.
I was expecting hundreds of emails. Instead there were 9. 9? 9? I started cursing those bastards at Yahoo. Then I took a closer look at my inbox.
The were only around 40 emails in the inbox. The nine unread emails had all arrived on the 29th. The other "read" emails had an unusual look to them. They all were from people I had never heard of. What was going on here?
I started to open them up at random. They were letters from "me" (
href="/lifeinsamoa/ebayyahoo/letterssentbyme.html" target="_blank">Emails from "me") to people in what appeared to be large eBay transactions for blocks of mobile phones with the payment in Euros to an address somewhere in Portugal.
I checked my eBay account. I couldn't log in. My password didn't work.
Kefe A'u!
You didn't need to be a Mensa member to figure out what was going on here. I was the victim of identity theft. I don't know how, but this ass hole got his hands on my eBay and Yahoo accounts and was perpetrating large scale fraud against these poor people, all the time, disguised as me. I felt so ... used.
Back in my Yahoo account, I looked in the "Sent Items" folder. All the emails that I had been storing in there for years were deleted. In their place were more emails about mobile phones, all sent by "me". I was particularly proud of the ones in French. I didn't know I had it in me.
Once I recovered from the initial shock, I started to get a little indignant. I couldn't believe that while I was pounding on Yahoo's door, desperately trying to get back into MY account, they were hiding behind the so-called privacy and security guidelines while some felon was duping unsuspecting eBay customers and using my account to do it.
The irony left me quite bitter, but I wasn't about to sit around and do nothing. First thing to do was send a
letter to the other victims and let them know what was going. I felt truly sorry, even though I was not at fault. Then I went to the FBI website (www.fbi.gov) and sent a report into their tips line. They responded in a few minutes with a
href="/lifeinsamoa/ebayyahoo/letterfromfbi1.html" target="_blank">personalized albeit automated letter. I read through the emails, gathered more information, and emailed the FBI again and received a more
personal letter. If the customer service at Yahoo were half as good as that at the FBI, this whole situation could have been avoided. I also wrote to eBay to let them know what happened and try to get my account re-instated.
Then I started searching online for stories about eBay identity theft. There are dozens of them dating back to 2001 from sources such as CNN, CNET, Business Week, etc. I was starting to get really pissed off because in reading these online stories, it's obvious that both eBay and Yahoo knew that their services were being misused in this way, yet they have done nothing to inform their customers about the dangers, nor help stop the abuse when it does occur.
It would have taken any competent investigator all of two seconds to realize what was going on with my account, yet Yahoo did nothing. Here I am, writing like a madman, sending email after email complaining about how I can't get into my account, yet Yahoo did nothing. I did mention to Yahoo that I was a Peace Corps volunteer in Samoa only a few dozen times, yet Yahoo did nothing. Meanwhile, every email arriving in my account is being deleted without being opened and the only emails being sent are about large eBay transactions with a payment address in Portugal, yet Yahoo did nothing.
In subseqent correspondance with Yahoo, I have learned that they have none of these email accounts backed up, so the deleted email is gone forever into the great recycle bin in the sky. So if you emailed me anytime between April 28th and May 29th and you still have the email, please resend it.
Yahoo is also unrelentingly unaplogetic nor willing to take any responsibility for what happened. I'm not going to let this little event run my life, but I'm not about to let Yahoo get off the hook so easily.
If they are not willing to at least be civil about this, then I'm going to have to embarass them and I'm going to do it in the most public, the most vocal, and most damaging way to the place it hurts most. Then we'll see what they have to say to me.