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Apple have locked me out of my own iCloud account even

Customer Question
Apple have locked me...

Apple have locked me out of my own iCloud account even though they continue to take money by direct debit for it - they claim that if i do not have a recovery code that I have never seen they cannot unlock my account meaning I have no access to the media i have previously bought and no access to update and add to my apps...I also cannot activation certain services such as find my iPhone - every technical assistant I have spoken too at Apple agrees with me that it is a ridiculous situation but say their hands are tied by company policy

Technician's Assistant: What state are you in? It matters because laws vary by location.

New york and london england

Technician's Assistant: Has anything been filed or reported?

Only with their help desk

Technician's Assistant: Anything else you want the lawyer to know before I connect you?

I live in NYC the account in question was started in the uk

Submitted: 5 months ago.Category: Computer
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Answered in 35 minutes by:
11/13/2017
Tech Support Specialist: Kris R, Computer Hardware Engineer replied 5 months ago
Kris R
Kris R, Computer Hardware Engineer
Category: Computer
Satisfied Customers: 4,547
Experience: IT Manager at Wood Group PSN
Verified

Hi
Sorry for the delay, we are busy and I've just got to your question.
How long has this been happening?
Thanks
Kris

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Customer reply replied 5 months ago
A few months now despite constant calls to Apple supportbto sort it out
Tech Support Specialist: Kris R, Computer Hardware Engineer replied 5 months ago

Have you been through the iCloud password ***** wizard?

Thanks

Kris

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Customer reply replied 5 months ago
yup many times
Customer reply replied 5 months ago
the issue isn't really a tech support one its a legal one....even apple tech people don't seem able to be able to access the account because of the company policies - yet they take money have my digital property yet can't get me access to it...
Tech Support Specialist: Kris R, Computer Hardware Engineer replied 5 months ago

Can I connect to your PC and see what point is it failing?

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Customer reply replied 5 months ago
No - its not a technissue! The account is locked - on my mac on my iphone and ipad because their security botscdecidedvto lockbit after an ios update and tge demand a rx numbervto recover it which I dont have which they say they cant access the account with!!! Two step verification protocol. Yet they still take my direct debits and I cannot get access to the media and apps I have purchased - I have no idea why this hasbeen passed to a tech support specialist - it is a legal issue
Tech Support Specialist: GeekGal, Computer Support Specialist replied 5 months ago
GeekGal
GeekGal, Computer Support Specialist
Category: Computer
Satisfied Customers: 1,665
Experience: MIS degree and 15+ years experience with both Mac and Windows hardware & software
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Hi there! My name is*****'m sorry that you're having this difficulty. I will do my best to help.

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Tech Support Specialist: GeekGal, Computer Support Specialist replied 5 months ago

Is it possible that you were speaking to a third party support company rather than Apple when you were told that they couldn't unlock your account? apple takes your privacy and security very seriously. However, if you can provide enough personal info (including full name on account, billing address, and possibly billing info) to prove your identity, they CAN help you with regaining access to your account. Please let me know if you'd like to have the direct number to call to start the verification process.

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Customer reply replied 5 months ago
I have done all that definitely speaking to apple - even their support staff said the situation was ridiculous
Tech Support Specialist: GeekGal, Computer Support Specialist replied 5 months ago

Please call 1-***-***-****. You will be speaking with Apple directly. If you are being billed for Apple services and can provide the full name on account, the billing address, and possibly the last digits of the card on the account, they can definitely help you. I am afraid that you may not have been talking to the right people. Please talk to the support staff at this number and let me know the results. Make sure that you have all the billing details handy when you call. Please keep me posted as to the results. Thank you.

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Customer reply replied 5 months ago
I have already done this i have been told the matter has gone as far as support and technical can take it - everyone at Apple I have talked to thinks the situation is ridiculous but asserts it is above their pay grade to be able to be fixed - I have already made this clear!
Tech Support Specialist: GeekGal, Computer Support Specialist replied 5 months ago

if that is indeed the case, then I will not be able to assist you. I am opting out of the question in the hopes that another expert may be able to help you. The next expert will see our entire conversation, so there will be no need to repeat anything. You will be notified by email when another expert has begun working on your question. Thank you for your patience.

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Customer reply replied 5 months ago
yup thats what i said several posts ago!! It is a legal matter...
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