international

[rebekahhunter]

Stuck!

I am in the US with my family and my phone and laptop has been hacked. I reported to the police and took everything to Apple. I am locked out of everything and My Apple ID has been changed. I cannot reset this because I have no phone for verification and it is locked.

I am able to access my emails. I also late making a payment because I cannot use my cards. I need to organise a flight back home but its difficult. I also have a business I haven't attended too. 

I did manage to get through to an EE rep to tell this. But was cut off. I just need access to my UK phone. 

Please help

[Chris_B]

@rebekahhunter   The possibility of your iPhone being hacked is well zero.  Trust me that’s not happened.     Your insurance will cover you while abroad but the replacement device will be in the UK and sent to your UK billing address.   These come from EE not an Apple Store in the US.    

Can you explain what you mean by “I’ve now paid my account in full”.       From that I assume you’ve paid off your outstanding contract to EE right up to the minimum term.     If that’s the case you’ve paid off your contract you don’t have one with EE so you don’t have insurance with EE you’ve closed your account.  

[rebekahhunter]

Hello
What I meant wasI paid $500for my outstanding bill which includes a sim
card i took out for my husband which has never been used because it never
worked, i have however been paying for something that does not work for
about a year or less. So usually we have our car accommodation,
also per diems even paid for by the company, A strike put a hold on this
and we were under contract and had to find an extra 5k a month in addition
to our mortgages at home. We have barely survived but had many friends and
family reach out thank god. a couple of guys hung themselves! So that money
was very hard to find and We paid straight talk 20$ a pop to talk with
yourselves as there is no other way of contacting Properly.
So in answer we loaned money and paid the outstanding amount of 500 plus
only to not be able to fix our phones.

Secondly my 2 phones and laptop went into Apple and bestbuy who each told
me they had been hacked. I do all my business on phones. to which I have 2
one of which the 14 plus is under contract with yourselves. I own an Art
gallery in the UK and represent myself. I am verified on instagram/ or was
because i missed the xmas rush as this happened in november.

and be reprimanded and told there is a zero chance by someone I don't even
know is a customer rep? that i was hacked? I have a police report, an apple
report and a Bestbuy report
If you are customer service in future don't be so Flippant to someone's
needs. I haven't even got into the stress/stroke
If you can help great if you cant I will take this further

Many Thanks

Rebekah

Mod edit: [edited on behalf of customer]

[Katie_B]

Good morning @rebekahhunter. 

Thanks for coming here. 

When you have made payment to EE was this for past bills or to close your contracts?

Please could you provide some information on what is happening with your phone?

Do you know what the Apple store done to make your phone unusable? 

Here on the community we don't want you to have to go into detail about personal situations that you aren't comfortable with. If you wish I can remove your above post?

Speak soon, 

Katie

[rebekahhunter]

Hi
I am very sorry for the tone I took in my last email. I was just so
Exhausted and frustrated

The bill i paid was for the overdue amount owing

Including a sim card for my husband that he has never used because it does
not work

I have now paid the bill and the Phones still do not work
even my daughters

what could i be doing wrong. Yes please please dilute my email
So sorry, not like me

Thanks

Rebekah

[Katie_B]

Thanks for getting back to us @rebekahhunter. 

I really want to help get this resolved for you. 

How long was your account suspended for?

It could be there is still a bar on your account that has not automatically lifted. 

I have removed some personal information from your previous post, I hope this OK?

Speak soon, 

Katie

[rebekahhunter]

Thanks so much

I think the way to get back my apple ID is to get proof of purchase. I have
2 phones. ONE PHONE IS I THINK AN iPHONE 12 PROMAX Which I have paid for .
via EE the other is iphone 14pro plus which is on the contract with EE. If
I can get verification I can reach out to Apple and get My Apple id back.
It won't fix the phones though?

I haven't had any access for 60 Days actually that was a week ago 67 Days

We will be home, Thank God by the beginning of February. Can I put a claim
in now for my Phones
I also need another number


Thanks so much

Rebekah x

[Leanne_T]

Hi @rebekahhunter 

Thanks for coming back to us. 

If you give us another call from any other phone or calling app such as Skype or mobile guides can look into providing proof of purchase for Apple and also why the SIM cards are not working for you. 

Thank you 🙂

Leanne.

[rebekahhunter]

Whats the phone number?

Thank you Leanne

X

[Leanne_T]

No problem, you can call +44 (0)7953 966 150 from any phone @rebekahhunter 

Thank you 🙂

Leanne.