Emails withheld

eskbanker

pennyforthem said:

No they are the ones who said they could see it was my phone number after I sent them a photograph, after that they refused to reply unless I left out what ground we had already made. I will ask them if they can set up a new phone number, my guess is it will be ignored but you never know.

I don't know what you've been discussing with them so far but yes, asking them to change the number associated with your account, as suggested earlier, should be a routine administrative activity for them, as people change phone numbers all the time - of course you'll need to pass some sort of security validation in order to do this but it's the only realistic way forward.

diinozzo

sheramber said:

Why not just so as thye want and not mention abut them admitting anything?

Can I have some of what you are drinking?

PHK

Consumer rights really isn't the place for this. Zoho is a business tool for a start. 
It looks like this is about 2FA being required to access the tool but the OP failed to keep their details up to date. 
Common sense would say that you just contact Zoho, explain that you need to change your phone number but can't login because you didn't keep your details up to date. 
No need to be dramatic about getting them to admit things. 

born_again

pennyforthem said:

I have been with Zoho.com for many years, never had a problem, never had to verify being me. Out of nowhere they will not allow me to access my emails without putting in a verification number which is being sent to a phone number which I have not owned for a long time.

I managed to switch on my old phone and took a photo of my old number to verify it was mine and the top shows no network so it verifies everything that I have told them, and they have agreed that it was my phone number, but now I get a reply if I do not mention any of the above and just say eg why you're allowing me access to my emails? And they reply how to get a code sent to my phone number to verify my account but if I mention that they have already agreed I owned that number and do not any longer and that I am emailing them from the verification email address I get no reply at all!

I would just leave them, but I have very important medical emails and thing on the email address if they want to get rid of a free customer which I suspect is what the actual problem is they should just give a warning there email address will not exist after?

What options do I have, I require lots of my documents that they are withholding from me?

If phone has no network, then odds on number has long been returned to pot & reissued. So where is phone showing number? So in effect you have proved nothing there & their response is just a standard fob off that anyone that tries this to get access to a account

Anyone can take a picture of a phone showing a number (photoshop etc)..

pennyforthem

Well, it's official, eskbanker can read the matrix or at least knows their way around systems. I did ask in a more general way what can I do and things, but what you suggested started them corresponding sensibly.

The highlights for me with a brain that does not know their systems was asking me to email them with my zoho email address in CC, it took me quite awhile to work out how to do it and I have no idea what purpose it serves? My other highlight was on gaining access, finding an email from them with a pass code to allow me access into that same email address that I could not access?

Yes I do agree that it is a free email address, and they have the right to close it, but I have always been given warning and presume legally they should, after all we all have important documents in our emails.

Needless to say, I will be starting a phone verification list to avoid this!

eskbanker

pennyforthem said:

Well, it's official, eskbanker can read the matrix or at least knows their way around systems. I did ask in a more general way what can I do and things, but what you suggested started them corresponding sensibly.

I wouldn't claim any insider knowledge but it just seems obvious to me that if a service provider holds a wrong phone number for you then getting that corrected would be the first (and perhaps only) step to reinstating access, rather than firing off accusations about 'withholding' emails or trying 'prove' ownership of the old number!

pennyforthem said:

Needless to say, I will be starting a phone verification list to avoid this!

I don't understand what you mean by 'a phone verification list' or why it's needless to say that you plan to start one - do you perhaps mean keeping a log of organisations and people that you give your phone number to, so that next time you change number, you can update them?

Grumpy_chap

pennyforthem said:

asking me to email them with my zoho email address in CC, it took me quite awhile to work out how to do it and I have no idea what purpose it serves? 

That serves as a security measure in case you are not who you say you are (not the rightful owner of the e-mail account).
Your message was essentially saying "Dear Zoho Customer Services, I am the rightful owner of this account but got locked out and no longer have access to the recovery mobile.  Please can you restore my access.  Thank you, pennyforthem"
As well as probably sending a code to the old mobile number, the CC to the zoho e-mail address means that a copy of the message is also delivered to the zoho e-mail account.  If you are not the rightful owner and there is another person who has proper access to the e-mail, they will receive the message and then contact zoho to say to stop the account being accessed by an incorrect party.
Once you did get access, those CC messages will have been available to you in the account.

Glad you got this sorted.