Alex S.

One day I woke up to an email notification that my Apple ID password had been changed, several purchases had been made, and several apps had been downloaded including one called "password manager". I changed my password and turned on two factor authorization and then called Apple customer service. After waiting for about 30 minutes I was finally connected to someone who verified my identity and then advised me to reset my password. I replied that I had already and asked for information on how my account had been hacked and what the "password manager" app could be used for. The reply was basically, "sorry but I can't help you, figure it out yourself." Apple reps are trained to politely say $#*! you without actually helping you at all. When I asked why no one could answer my questions, the response was that it's against their privacy policy, to give me any information about my own compromised account. And they really could have helped me figure out what that app was capable of if they cared at all or were a little less lazy. Then I asked for a refund on the purchases that were made and they replied that they could put in a request for the refunds, but the refunds could only be issued if the apps hadn't been used yet.
Flash forward 3 months and I try to download something from the App Store and I am prompted to put in my password. I do so and I get an error message saying that my account is locked. I clicked the button to reset my password and it said I would be contacted within 24 hrs. 24 hrs later I receive an email saying that I will receive a call to reset my password in 3 days. This whole time I can't use anything requiring my Apple ID on my phone. I finally get a link to reset my password, I do so and then try to login with my new password but I get the same error message that my account is locked. I call Apple customer service and get transferred a few times because no one can resolve my issue. After an hour I am transferred to a "senior advisor" who reviews my account and tells me that it was compromised so Apple locked my Apple ID for my security. I asked how these 2 events couple be rated because the lock didn't occur until 3 months after my account had been hacked. Her exact response was " sometimes it takes a while to kick in". So Apple, in an abundance of precaution, locked my account for me THREE MONTHS AFTER my account was hacked. How sweet of them. The senior advisor then told me that she would put in a request for my Apple ID to be restored and she would call me back in 72 hrs. So it has been an entire 7 days that I have been locked out of my account and unable to use any of the Apple services (that I'm still paying for) on my iPhone. Pretty sure my next phone will be a Samsung