Let Skype Users Resolve Account Issues Directly
A few days ago I made some kind of mistake while trying to enter information for a new credit card. After I tried to enter the info a couple of times, I was notified that my Skype (and Microsoft) account had been "locked", due to detection of "suspicious activity". After chatting with a Skype customer service rep, I was directed to fill out an online form...and then wait for a response from "the Team". Two days later...no communication from anybody, and my Skype account is still frozen (which is having an effect on my business).
Yesterday, while doing the same thing for my PayPal account (setting up this new credt card), I ran into a similar situation. When I contacted Paypal, I was able to chat with a Rep who helped me to understand why the issue had happened - and then was able to immediately resolve it. No webforms, no vague reasons given for "locking" my account, no waiting for days for somebody to (hopefully) get back to me - problem solved.
Skype/Microsoft need to adopt a similar - less cloak and dagger - customer service approach to resolving simple errors made by customers while navigating pages on their sites. Security, great...but when a problem is suspected, or detected, let the customer actually speak with somebody and get the problem solved.
I have a similar problem, I had to reset my password, forgot it, got the reset email with the code, put it in, set new password...
I logged in, hit with a "your account is locked, give us your cell phone number to verify your account." I don't have a cell phone number.
Since you can use ANY cell phone number it does not... 100%... verify identity... this is not reasonable to assume everyone has a cell phone... this needs to be removed.
I was directed to a form at https://account.live.com/acsr which I can't provide enough details to submit!
After spending hours with online chat, they verified my identity, but won't unlock the account.. says the "accounts team" needs to handle it..... that web support is half bot, half human, sometimes the bot responds, sometimes a human responds, it's easy to see the template type replies to your questions.....
I am going to call a real person on Monday, I hoped to resolve it with web chat but, I guess that won't work. I just hope I am not going to be in menu **** when I call.... and I do hate the new.... "you can speak to me like a person" type of automated things....
Please bring back the option menu.....