My elderly mother's Yahoo account was compromised, and she has been unable to access her email. This has caused significant stress and anxiety because important personal communications and information are tied to that account. Despite the seriousness of the situation, we have been unable to reach a live support representative who can assist us.

The recovery system appears to rely almost entirely on automated processes, which may work in routine situations but are inadequate for emergency cases involving older adults who may not have access to their recovery phone number or may not remember passwords. When an account is hacked, users need timely assistance from a real person who can help verify their identity and guide them through the recovery process.

It is unacceptable that a company serving millions of customers does not provide a clear and accessible path to live support for vulnerable users facing account security issues. Technology should help people, not leave them feeling helpless during a stressful situation.

Yahoo needs to improve its customer service and provide better support options for account recovery, especially for seniors and victims of hacking incidents.