A few days ago, I wrote about how frustrating it was that I couldn’t remember the password to my first email account—or, more importantly, the dashed-off answers I’d given to security questions when I created that account. And although Internet strangers were able to correctly guess the answer to one security question (thank you!), I was stuck on the second one: What is your main frequent flier number? I’d made up the answer in high school, years before I ever had a frequent flier account. The whole thing seemed hopeless.
But then, a little more Internet magic materialized, as it often does, and I received an email from a member of the Yahoo Concierge Team—apparently the highest level of Yahoo customer care. His name was Jack, and he said he could help me access my account. He and his colleagues had read my story. "We all enjoyed reading it here in our offices in Oregon. We understand the frustrations our customers have in reaching us, and how answers that seemed good at the time can come back and bite us when we need them most.”
Jack, I realized, was about to become my hero.
He said I could be officially verified by phone. So I answered some questions and gave him other information (like the ZIP code of the town where I lived in when the account was created). Finally, I convinced Yahoo that I am who I am, that the long-lost email account I wanted to get into really is mine.