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We are having a nightmare trying to reset my Mom's password.

Customer Question
We are having a...

We are having a nightmare trying to reset my Mom's password. We have been trying for over a week. We even answered the security questions and tried an account recovery reset, but we are not getting an e-mail or call with the info

Technician's Assistant: When did you last change your password ***** Apple ID?

Months ago, my mom is older and forgets to write down her passwords

Technician's Assistant: Did you try resetting through Apple's online account reset tool?

Her appl id is***@******.***

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

Not really

Submitted: 5 months ago.Category: Mac
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Answered in 3 minutes by:
1/10/2018
Mac Support Specialist: Justin Johnson, Mac Genius replied 5 months ago
Justin Johnson
Justin Johnson, Mac Genius
Category: Mac
Satisfied Customers: 2,298
Experience: Training and Development at Scientifically Speaking
Verified

Hi! Welcome to JustAnswer.com! I am Justin. Let me take a chance to look over your question. If you have any additional details please type it in and hit the reply to expert button.

If you would like remote support please select the Secure Remote Assistance option. If you do not want remote support please ignore the prompt.

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Mac Support Specialist: Justin Johnson, Mac Genius replied 5 months ago

What are all the things you have done to try and recover your password?

I only ask to make sure you are not having to overlap steps again that you have already done.

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Customer reply replied 5 months ago
WE TRIED to reset my Mom's password ***** apple. We answered security questions and even entered the credit card number that is associated with her apple account. We then were told we need to do a recovery. So we requested that last Friday, and received no contact.. We tried again to ask for a recovery a few days ago and still no contact. We are at our wits end.. We have tried all her passwords and none work. My little nephews might have changed it without her knowledge.. What do we need to do??
Customer reply replied 5 months ago
how do we get her password ***** get a new password ***** apple. We have talked to apple support and still have not been successful.
Mac Support Specialist: Justin Johnson, Mac Genius replied 5 months ago

Please dial ‭(866)(###) ###-#### and select option 1. Let them know a former Mac Genius sent you. They will be able to help you reset your password. When finished messages me back, ok?

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Customer reply replied 5 months ago
Are we getting charged 30 for this
Customer reply replied 5 months ago
It said $5
Customer reply replied 5 months ago
This is a scam
Mac Support Specialist: Justin Johnson, Mac Genius replied 5 months ago

It is not a scam. It is a legitimate business and you picked the amount the question was worth to you. We take a good faith payment, but to ensure the expert will be adequately paid for his/her service we hold the fee for the question until there is a result. For your peace of mind we also have a 100% satisfaction guarantee that states we will refund all your monies if you so request. I have tested this for myself and we are expeditious about refunds.

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Mac Support Specialist: Justin Johnson, Mac Genius replied 5 months ago
Ask Your Own Mac Question
Customer reply replied 5 months ago
I want a refund other than the $5 that I was advised. All you did was refer me to Apple support, which I have already spoke to. Please only charge the $5.
Mac Support Specialist: Justin Johnson, Mac Genius replied 5 months ago

I will refund the money, but did you actually call the number?

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Customer reply replied 5 months ago
Please let me know if only the $5 will be charged.
Mac Support Specialist: Justin Johnson, Mac Genius replied 5 months ago

I am going to refund every dime, but did you actually call the number?

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Mac Support Specialist: Justin Johnson, Mac Genius replied 5 months ago

Seriously. I want to know.

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Customer reply replied 5 months ago
I called the number that you provided, but they said they were apple support, 800 my apple
Mac Support Specialist: Justin Johnson, Mac Genius replied 5 months ago

Did you select option 1?

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Mac Support Specialist: Justin Johnson, Mac Genius replied 5 months ago

it is not 1800 MY APPLE. It is the Mac Genius Hotline. It is a direct call to Tier 2 with the option for Customer Relations. Did you actually call the number?

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Customer reply replied 5 months ago
I am not sure, did you tell me to do that? If so I did.
Customer reply replied 5 months ago
What are you charging.. Seriously I thought it was $5.. I did get a senior tech.
Mac Support Specialist: Justin Johnson, Mac Genius replied 5 months ago

Yes. What did he tell you?

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Customer reply replied 5 months ago
They just told me the same thing again.. Do a recovery, which I have now done 3xs.
Mac Support Specialist: Justin Johnson, Mac Genius replied 5 months ago

Sometimes it is out of their hands. That is everything they can do. I am going to refund your money now. Which means I will not be able to communicate anymore.

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Customer reply replied 5 months ago
I told you to take the $5 or even $10 is ok, don't want your time for free, just think 30 is a lot for a phone #
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