Dissatisfied with the way my request for assistance was handled

I can’t provide the original a case reference – all case related mails already deleted including your mail request for customer survey/feedback. Acct # is 75466 which should enable you to look up my last case re lost emails deleted in error. Purpose of this review is to record my dissatisfaction over the fact that I received conflicting information out of four calls from yourselves, the original of which now appears to have been correct and that subsequently given, which whilst possibly correct in terms of successful end result if actually followed, appears to have been unnecessarily complicated and of a round-about nature

Background: I was doing mailbox clean up and accidentally deleted all of the mails in my Sent folder in Outlook. I then logged in to Webmail and saw that the deleted mails were sitting in the Trash folder awaiting final deletion Question then was how to get them back into my Outlook? This resulted in first mail to yourselves asking for help Received a call from your “Midel” who informed that I should simply switch the mails from Trash to Sent on your side and then, following the next auto synchronization with my Outlook, those switched mails would move to my Sent in Outlook switches but the re=population of my Outlook Sent folder did not occur Had further conversations with your “Refiloe” and Roscoe out of which I was told that it would be necessary to back up my existing Outlook mails content – meaning that I would have to find an IT resource to do the back up, then come back to you to re-create my email account whereafter, the back-up file could be downloaded into my Outlook

This seems to me to be a very complicated way of achieving resolution and I don’t understand your inability to resolve without this longwinded process (but see below) However, having then allowed the case to close and proceed with connecting with an IT resource etc, the case has now resolved itself and it appears, has done son according to “Midel’s” original solution On Friday 12th, I was in Webmail and noticed that in same, I have two Sent folders. One is right at the top of the list of folders – just beneath the Inbox folder and the other is right at the bottom of the list. The bottom one contained my current sent (from Outlook) mail records and the top one contained all of historical mails that I had deleted in error and that I had earlier switched from Trash to Sent I called in on Saturday morning and connected with a George – but wrong area. He booked/logged the call with the right area (he said) and advised that I would be receiving a call from that area to develop further. That call has not yet occurred In absence of the call, I decided to take a chance this morning and switch all of the mails in the top Sent folder to the one at the bottom of the folder list. I was able to do this via a Select All choice and they now all sit in the bottom - the correct? – Sent folder What then happened – almost immediately – is that a synchronization appears to have taken place ( I was not conscious of this if it did indeed happen) and those emails that were deleted in error are now back in my Outlook Sent folder, This, again, appears to confirm the solution path given by “Midel” (as long as the correct Webmail folders were used when implementing) So: - Why two Sent folders in my Webmail mailbox? - If this is standard, why was I not guided as to which of the Sent folders to which to switch the Trash items? - Why do different agents have different solutions? - Why is the one solution provided so complicated and the other so simple (although, granted, provided that it is correctly implemented)