Does the Data Protection Team exist?

Question

Hello,

On December 18, I logged into Teams for a work call when the app prompted me to reset my password. My phone suggested a new password so I selected that one. Unfortunately, it did not save. I was locked out of my business Outlook account on my computer, phone, and tablet and haven't been able to access the account for more than two weeks.

(note: this account is my personal one)

"Reset my password" does not work because two verification codes are sent. One to my phone, the second to the email that I am locked out of.

Unfortunately, I am a sole global admin and did not set up what I now know is a "break glass account". The only way out of this mess is with the help of the Data Protection team.

1. I called and created a ticket on December 18 and the rep told me to expect a phone call in 24-48 hours. No call.
2. I called on December 21, created a second ticket, was told to expect a call within 24 hours. No call.
3. I called a third time, don't remember the date, was told the ticket was in queue with no engineer assigned. No call back.
4. There's been a number of calls that I didn't document, but end result was always the same - expect a call back between 12, 24, or 48 hours. Never received a call back.
5. Fast forward to December 28. Held steady and refused to hang up, so the rep put me through to their supervisor. They pleaded and promised that the best way to move forward would be to escalate the ticket and hold for a call back. It was midnight at this point, my time, and an hour-plus spent on the phone, so I called it quits. The supervisor told me DP works through the night, so keep the phone on my nightstand in case they call. Thanked them for their time and we hung up. No call.
6. Morning of December 30, another one-hour-plus call with a representative. Same back-and-forth. Was told an engineer still had not been assigned to my ticket. I refused to hang up until one was assigned. The rep told me to expect a call on Monday, apparently DP does not work weekends. I explained Monday was a holiday and Microsoft promises 24/7 support. Eventually, the rep hung up on me.
7. Morning of January 2, ~25 minutes on the phone. No engineer assigned. "Expect a call later today". Nope.
8. Evening of January 2. Was told DP does not work in the evenings, only 8am to 6pm. Kept my phone on my night stand for no reason apparently. The rep sounded helpless and I gave up.

I don't know what else to do. This is my business email and as a one-man operation, the pain has been immeasurable. It was a stupid mistake to reset my password and trust technology to save it, but I don't feel this response has been acceptable. How can a trillion-dollar company leave their paying customers high-and-dry like this?

If anyone can help me, please, I am desperate. I don't know what else to do.

Answer 1

Hi @Eduardo Morales ,

Welcome to our forum!

According to your description, I noticed that the issue you are currently experiencing is more related to your account and you are in communication with phone support. Please kindly understand that our forum and phone service are not a team, and we apologize for the bad experience.

On the other hand, the Outlook tag here we mainly focus on general issues about Outlook desktop client, considering that your problem is more relevant to the account, if you are using a Microsoft 365 account, it's suggested that you could post your case in dedicated forum for Microsoft 365 for more professional help.

However, considering the limitations of forum support, it is recommended to focus on phone support first. It's suggested that you could continue to contact your phone support engineer. In addition, you can also try to submit a service request in your portal for more professional information.

Thanks for your understanding and support!

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