A netizen send in an email stating that his Apple account was stolen but Apple responded that they can do nothing to secure the data on the stolen account.
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The following is the transcribing of the chat with the support.
Me
- i received an email in 2 Mar 2020, 03:51 that my phone number has been removed from the 2FA
- I am unable to access my account
- I have not used an iphone since iphone 3GS and I was thinking to buy an iphone but I cant sign in
- I received a second email stating that my phone number has been changed to a number ending with 72
Apple Support
- That’s not any good, I can help get these types of issues figured out during our chat. From what you’ve said it sounds like you’ll need to create a new Apple ID, though.
- Are you signing into a new iPhone now?
Me
- no, i was going to buy an iphone but I could not login my account
- A new apple ID meaning I have to set up a brand new email? I don’t want to use a new email
Apple Support
- Yeah, you’d have to set up a brand new email
- Head over to iForgot.apple.com with the email address and see if you can reset the password
Me
- there is no way to recover? Does that mean any details that were stored in the iCloud have been stolen by hackers?
- reset password won’t make sense, as my 2FA phone number is not even mine. I already tried that
Apple Support
- What was the email address for your Apple ID?
Me
- ***@gmail.com
Apple Support
- Thank you, one moment
- Thank you for your patience. When you went through reset it came to a point it asked you to verify the trusted phone number ending in 72?
Me
- yes
- i still have the email from 2020
- I did not notice it till today
Apple Support
- Alright, I really hate to say it, but at this point the only thing you can do is create a new account
Me
- is there anyway Apple can secure my account? my data, photos etc
Apple Support
- When you’re setting up your new iPhone you can create an email address off of it. That way you could use an iCloud.com address
- I hope you can understand, for security reasons there isn’t anything we can do. We cannot verify if we’re chatting with the original user, or someone else since then. The best thing to do is just create a new Apple ID
Me
- Can I go down to a Apple office physically and produce my identification card?
- I am still using the previous phone number before it was compromised, apple should have a record of that right?
Apple Support
- We have to rely on the security system, nobody at Apple would have a way around it. So heading to an Apple store would only refer you back to the website and either chat support or phone support
- When the trusted number is removed there would not be a reference for it anymore
Me
- Does that mean there is nothing apple can do about my stolen data?
Apple Support
- That’s right, there isn’t anything that Apple could do with the Apple ID you provided. We have no other way around using the security system