Apple Inc. I'm being treated like a criminal, and Apple is holding my phone hostatage Nationwide

As I write this, I’m on day 13 of being locked out of my iPhone. Apple has my phone hostage, and I feel like Apple is treating me like a criminal — simply due to being put in Account Recovery mode because I needed a password for my Apple ID account. Without the Apple ID, a customer’s device is completely unusable.

Apple’s website says, “Account recovery is designed to get you back into your account as quickly as possible while denying access to anyone who might be pretending to be you. It might take a few days—or longer—depending on the account information you can provide to verify your identity.”

Apple is a globally recognized leader in technology with billions of people using iPhones, iPads, etc. Their products are user friendly and very popular. However, there is a dark side for users who are locked out of their Apple ID account. Just because the Apple Corporation is a popular and successful company, they should not be allowed to hold people’s devices hostage and treat customers like manipulative fraudsters or criminals when their Apple ID account is inaccessible.

Most other places you can click a “forgot password” link and get an email or text with a link to change your password, answer some security questions and you are good to go. Not so easy with Apple. I went to get a password reset and the found out that getting back into my phone with my Apple ID would be very challenging.

The Apple Corporation has made security a priority to help its customers, but in the process, they have left customers with a huge problem in the event they are locked out of their account. If a customer forgets their password, an honest mistake that a lot of us make, it creates a big issue. The system designed to protect customers has a flaw that leaves customers frustrated.

My problem started 13 days ago, when I woke up and attempted to check the messages on my phone.  My phone had restarted itself and greeted me with the message, “iPhone requires your passcode after restarting.” I typed in my four-digit code to be met with an Activation Lock screen that required my Apple ID and password.

 I typed in my password: or at least what I thought I remembered was my password.  It didn’t like the password that I typed. I tried again because on a little iPhone screen, with my chubby fingers, it is easy to fumble letters. Still not being let in, I had to turn to my laptop.

After attempting on my laptop, it became obvious that I would need to click the “forgot password” link. That would prove to be no simple task.

First, Apple wanted to text a code to my phone, which I am locked out of.

Then I discovered that Apple’s definition of a “trusted device” is another Apple product. Well, I trust my laptop and android tablet, too.

 Apple has two email addresses for me, which are tied to that ID. However, apparently, they can’t just send me a link to click on to authorize a new password.

Well, here I sit 13 days with no cell phone. I am still paying T-Mobile for service that I’m not getting.

 My calendar is locked up – hope I don’t miss something. Luckily, my kid’s doctor and dentist offices call to confirm appointments. Hope my work isn’t texting me – I’ve probably lost opportunities to come in for overtime. I could really use the money from working extra, since it’s Christmas time. In addition, I just got a $400 medical bill for my son. I just had to go buy a cheap prepaid cell phone to tie me over, until I can use my iPhone again.

My complaint – my $600 iPhone is useless – I cannot use the simplest features like the flashlight. I sit here with my original paperwork, receipt, and picture ID. I can’t prove that I own this phone. Yet, Apple will not let me use it. T-Mobile says they can’t unlock it. I would gladly make a new Apple ID; if only I could get the phone unlocked.

The support that Apple offers is of no use. I’ve had three phone sessions and one online chat session. Customer service associates can’t help. They simply don’t have the training or apparently access to see my account and tell me what the status is.

No one knows what is actually going on. They go through the beginning of their scripted response each time, trying to get me to do the same things that I have already done. My account is already in recovery mode; please do not send me to iforgot.apple.com again. I have already been through that process. Tell me where I am at in the process. How much longer, realistically, will it take? Why am I still sitting here two weeks later with no access to my phone?

Apple’s website says, “Go to iforgot.apple.com and check the status of your request. If you can provide additional account information such as credit card details, you might be able to shorten the account recovery period, or even regain access immediately.” Not so much. There is not much information about status.

Why does it take so long? If it is an automated process, why should it take weeks or months? I have been stuck here in limbo for 13 days. I’ve read complaints online from people who have been like this for 21 days, four weeks, and eight weeks. Why? This takes me back to my last point about communicating with people about the process.

 Apparently, at the root of this is the find my iPhone function. I thought it was neat… at first. You can click and Apple shows you on a map, where your phone is. Did I leave it at work? In the car? Let’s see, oh it is somewhere in my house! Well, the function forever links this phone to the Apple ID that I do not have access to, and no one will allow me to get into my phone at all.

Two-factor authentication – I have no idea what this means. It was promoted to me as something the keep my account secure. Described by Apple – “Two-factor authentication is an extra layer of security for your Apple ID designed to ensure that you're the only person who can access your account, even if someone knows your password.”

A good thing, right? Nothing ever stated that getting a password reset would be a pain in the behind and take an absurd amount of time, while locking me out of using my device in any manner. If it had been clearly communicated what this was I would have made sure not to have this function activated. I still do not know what this entails, all I know this seems to prolong getting my account back.

Now it’s just an expensive piece of junk sitting here. I have the original receipt with the serial number, my phone with the serial number, picture id – why can’t someone in an Apple store verify that I’m legit and unlock the phone?

I am being treated like a criminal. A forgetful person? Maybe.  However, from what I’m reading online, I’m no different from many other people. With the billions of people using Apple devices, there are many people in my position. So why does getting a password to my account have to be so painful.

Why can’t Apple communicate the process a little better? Why won’t anyone tell me what’s going on with my account? When will I have access? What is the issue with establishing ownership of my phone?

Thanks apple! After this, I don’t want any apple products. I’ve learned the hard way that apple has too much control. As in, they shouldn’t have the ability to lock people completely out of their device.