Customer service for special cases?
Not entirely sure what category this falls under, but, I'll describe the issue I am currently facing.
I can't verify my account:
My new-ish phone number is tied to an account with a bogus username and email that doesn't belong to me. I'm stuck in a position where I can't disassociate the phone number with the fraudulent account.
In order to do so, I need access to the account and this is where things get tricky.
You can log in with your phone number via the app. If you don't know the username, you can have a text sent to you with that info. You can then attempt to reset the password and log in.
I did all of the above, got the username, reset the password.
Next issue. The account is linked to my phone number, but, the 2FA is sent to their email rather than, you know, the phone number and Authy that ALL of my other accounts are linked to. They can also see that I reset their password and with a single click undo my change and likely have enough time to change their username.
Since I don't know this individuals email, I can't do anything. I've submitted a ticket, several, actually. The email starts with a letter nowhere even alphabetically close to any email I have ever created, which is how I know this isn't a matter of user error. The email obfuscation only adding to the problem.
I've been bounced around in circles all day trying to get this issue resolved. I offered to talk to someone directly via the phone number in question, well within office hours only to be shut down by automatically generated emails with dead-end links, completely irrelevant to my problem.
As for solutions?
Aside from having a body with a pulse around to tackle special cases such as this, I'm not sure. A simple call back would have likely resolved this issue in less than 10 minutes. Instead, I've wasted a full day, created a twitter, hoping to get into contact with staff, probably sprouted a grey hair, maybe lost a few of my others.
Pardon the obtuse tone, but, this is frustrating. I would gladly help twitch resolve these sorts of issues on behalf of those who aren't affiliated or partnered. I've been on this platform for nearly a decade now, Twitch CX used to be great.
Soapbox spiel/rant over, can someone help?
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booleanforapples commented
This is bordering on insane at this point. I've sent 20 emails back and forth between the automated system and it won't connect me to a real representative.
My situation requires actual staff intervention and it just doesn't exist.