Your help system is broken and needs a rework
Your help system desperately needs a rework, the way it is designed makes zero sense. My account was given limited access when I attempted to join some fantasy football pro leagues, because I apparently had made another account. I found and deleted the other account but still had limited access, so I attempted to go through your help system to resolve the issue. First, I called the 800 number and was told they could not help me and that I would need to go to the help site and either search for answers or go through chat. So, I went to the support site and attempted to open chat. Chat was closed, so I sent an email. After sending an email I contacted Yahoo support via Twitter, they too told me I needed to go to the help page and open chat. I asked another question and they straight up stopped responding. The response I got via email told me they could not help me and that if I went through chat, they would be able to resolve the issue. So today I opened the chat, and after about 30 seconds of chat they told me they could not help me and that my issue needed to go back to email. What!? Every support system you have tells me to go to chat, and chat then tells me “we can’t help you, go back to email.” I pointed this out to the person in chat and she said it is done this way because identity cannot be verified via email.
The problem is, the extent of your identity verification in chat boils down to basically “What’s your name?” If that is going to be all you do for identity verification, it can be done, and done better, via email. I could have easily sent a jpeg of my drivers license or something via email, which proves my identity far more. The real problem is the royal runaround we must go through to get the help we need. You should not have every other support system (help site, email, Twitter) telling people to go to chat, and then have chat agents tell people they cannot help and that the issue needs to be resolved via email.
It is a system that just comes off like you guys do not actually want to help us, and the funny thing is, it's for Yahoo Fantasy Football Pro Leagues. I am literally trying to give you guys money, which you don't seem to want.
Taylor Clark
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