Month long customer service nightmare.
Around April 24th my families entire shared OneDrive plan all dropped down to 5GB rather than the 1TB that had been paid for (and should have remained active for another 6-7 months.)
My entire families computers, phones, etc. are connected to OneDrive. So, when the service stopped, it caused massive frustration across all of our devices, etc. One of my family members uses their Hotmail address as their primary, and had to buy an additional 100GB of storage for that account so they would continue receiving/sending emails as the storage cap was artificially exceeded.
I opened a support ticket on April 26th.
I spent the next entire next month chatting and emailing from two of the family accounts DAILY getting sent around in a circle to keep re-providing a proof of purchase (because their system said there was no active subscription) and re-provide logs over, and over, and over again through broken systems that were not working properly. (I'm a programmer, this wasn't a me problem.)
By the 15th of May, I asked for a supervisor from both accounts. The support agent simply stopped responding to me entirely.
On the 16th, I received the above email where they finally acknowledged the problem was theirs and service had been restored. I still wanted to speak to a supervisor to explain my frustration with the entire process of how I was redirected between 6 different support agents that weren't talking to each other, was directed to open ticket after ticket after ticket, bounced between departments, and how their macOS "Contact Support" option from inside the app doesn't actually send the logs, etc.
The agent never told me the service had been restored. Just that automated email. In my mind, that means the support tickets should still be open as I never acknowledges it was working again.
It is now the 20th. This is absolutely unacceptable customer service.