How can a UK customer take legal action against Microsoft or get CDOC to unlock account?

Question

I have been a paid subscriber of onedrive for about ten years, we've been automatically uploading family photos and videos of our 4 children to our onedrive, everything is on there and we didn't have these files backed up as we thought we could trust Microsoft with our files.

I had an email account hacked on the 14th October 2023 which was subsequently deleted. I managed to get my xbox account and purchases recovered and transferred to another account.

I was worried about my onedrive files on my account so I contacted Microsoft support 18/10/2023, I requested she help keep my account secure as it was vital I keep my files safe. I also tried to remove the deleted email address from my security email since that account is gone.

Now I'm being told that because I tried to change security information they're going to permanently suspend my account and delete all my onedrive files for my security. They have apologized for the "inconvenience" and given me a free years subscription and suggested I start again.

I can't start again as my onedrive has videos of my kids being born, school plays, our holidays, birthdays, Christenings, etc. We're desperately looking for a legal route to take to make Microsoft give us back my files as they are my property, they mean the world us.

I still have the same bank account which I've been paying for onedrive with, I've offered to send in ID and I've passed their security questions several times. I can't understand why they won't unlock my account. It seems the process is automated and it's almost impossible to speak with a real person who has the ability to help. I feel like going to court or starting some kind of legal process is the only way to get my files back, but I have no idea how to start this process in the UK. Online dispute resolution is for EU citizens only and Coms Ombudsman said Microsoft isn't registered with them and Microsoft shouldn't have put them on their website. So what are my options as a UK citizen?

Answer 1

Kt, I am in the exact same boat as you here. I am also looking to take Microsoft to court, as I have lost invaluable information saved on my OneDrive account and have been completely stonewalled by Microsoft. The way they treat theeir customers is frankly disgusting.

I live and work in the UK. Maybe there is strength in numbers here, so let me know if you want to discuss legal options.

This must happen to 100's if not 1000's of people a day.. just need to bring those people together and take this to court. Its a total scam, they are worse than the hackers!!!

Answer 2

Hi Toni,

Sorry to read this that you have to go through this, I will request you to kindly call up the global support desk over here - https://support.microsoft.com/en-us/topic/global-customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2

Hope this helps.

JS

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