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Account deleted unexpectedly?!

neb0814

Last night I received a message that my cloud account was deleted. No rhyme or reason and no forewarning. I had 30 days to reactivate it, but when I went to do so, it was basically pay at least $6 a month and you can have it back. So in good faith, I did that and now all of my pictures(that weren't even on my current phone) are gone. Like they never existed. Please tell me why this happened, why it's now mandatory I pay for a service that was once free, and how do I get my pictures back?

Comments

Verizon_Support

Thank you for reaching out to us today. Getting an alert that my cloud account was deleted would concern me too. We want to help in any way we can to find out what happened. I'll be sending you a Private Message and this way we can further assist.

RogerZ_VZW

areacodethreedigits4

This happened to me last week as well. Apparently its an internal bug that was caused by a change they made to their payment tier model. Internally in their systems the message posted was something along the lines of 'Upgrade to non-premium account' (provided to me when speaking with a customer care rep). Supposedly if this were actually a voluntary request I should have received a link like you did to restore access but I actually had no link and my message just told me to contact support. I've been going through support systems for the last two days and because I was the sole phone on the account and my account was archived they can't even restore it. I need to have a second phone on my account to allow such a restore, apparently. They want me to come into a store and buy a phone (and trust they won't charge me) all because they messed up and deleted my data without my consent. I've been a customer for years and had photos from all of those years. Assuming I CAN get my data back I'll be downloading it and moving it to a local external drive.

As an added bonus, when I spoke to a supervisor she told me there was no known issues, even though there is this thread on the topic, as well as a second thread slightly lower that was mysteriously closed as old mere hours after it had been commented on.

Its weird to me that I'm doing more triage and debugging than their actual tech team on this.

Doggo

This was something that started years ago when Verizon got rid of their free 2GB/5GB options. I personally wouldn't trust a carrier's cloud and neither should anyone with important photos. iCloud has free 5GB, Google has a free 15GB and flash drives / external drives are inexpensive.

Gmzerka

this happened to me and my spouse last week. I opened the Cloud on the 16th, to find 15k pics/videos deleted/gone. Cloud Support has not fixed this issue and is acting like I never had the Cloud before. I have been paying for Cloud storage for years, so the fact that this happened is unacceptable. Never did I receive anything from Verizon regarding my cloud account. In total, 35k pic/videos of the last years gone and will not be restored. This is heartbreaking.

Verizon_Support

We would be happy to look into this with you. Have you spoken with a Verizon Customer Service Representative regarding this matter? Was your Cloud Storage removed from your account at any point?

VZW_RobertH

Gmzerka

If you are referring to my message, no one has helped yet and my ticket was closed unresolved. We have no idea why our data was deleted ( mine and my spouse- 35k photos/videos). At no point, did WE, delete or cancel our plan. We have been paying for Cloud storage for years. Only thing that has changed is when a Rep gave us a free upgraded cloud for a month for an error on Verizons part back in February. Once that ended we were put back on our plan.

Verizon_Support

It seems like you have spoken to us already. Were you able to get this resolved? -Amber

areacodethreedigits4

Agreed. This is something that I viewed as 'set and forget' when I opened my account with Verizon 5+ years ago. If I am able to recover my data I will be backing it up both locally as well as looking into other cloud based backup solutions from reputable companies like you mentioned.

wvumorgan

I just lost 10 years of photos too! I got a text message on May 27 that my cloud was deleted WITHOUT MY PERMISSION by Verizon. I just spoke to a customer rep who said I only had 30 days to request that the photos be restored. SO basically, YOU DELETED my memories without my permission. I paid the ransom within 30 days to get them back, then I was supposed to ASK for them to be restored? How about don't delete people's photos at all! Why should I have to ask for them to be restored when it was my account to begin with?

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