Dear Yahoo Customer Service,

I am writing on behalf of my elderly mother regarding her Yahoo email account. While we are able to remember her password, we cannot recall the answers to the security questions. We contacted Yahoo customer service in Chinese, but the questions asked were extremely difficult for an elderly person who is not familiar with computers, such as:

When was the account registered?
What are the verified email addresses?
What is the email folder name?
Provide two email addresses the account has sent messages to.

My mother primarily used this account for job applications and for receiving important documents such as bank statements and MPF statements. She cannot remember the email addresses used during her job applications, though we did provide two addresses she sent to me, her daughter.

We suggested that verification could instead be done through the personal information contained in her outbox or through the institutions that regularly send her emails. Unfortunately, after several attempts, we were informed that we had “filed too many times” and the conversation was terminated, with the suggestion to register a new account. This is not a practical solution, as the email address is linked to critical services including her bank.

Additionally, we have tried to reach live chat support, but it consistently shows “no specialist available.”
We respectfully ask Yahoo to consider this situation from the customer’s perspective and provide a secure, reasonable method to verify my mother’s identity and restore access to her account.

Thank you for your understanding and assistance.

Sincerely,
Yetta