This is a true and on-going story.
TLDR - A user has an apple account that they have never really had access to, for roughly 10 years.
Backstory
A user with an old apple phone switched to android.
User had a bad experience with android and wants to go back to apple. Previous apple device is about 10 years old. I greatly encouraged them to get a newer apple device for security and functionality as any good IT person would.
User was told by T-Mobile associate that they could help transfer all of the data to their new phone from both their old iphone, and slightly newer android. Being excited about having their life consolidated into one unit of function, user switched service providers.
It wasn't until user tried to get a new device that they discovered they weren't fully onboarded with T-Mobile. A month or two ago, they called and switched from Visible to T-Mobile. Having gone through all steps of switching over the service with the user, I know that all the steps were taken. Multiple confirmation emails were received and they are available as evidence from service provider.
Service Drama
The T-Mobile associate informed the user that two service providers were present on phone: T-Mobile AND Visible.
The associate now knows user was never fully transferred and onboarded even though we went through all the steps with a T-Mobile associate prior on the phone, and have emails to prove it. The accidental dual-service undoubtedly was a root cause of the user's poor experience with the android phone. User only had service sometimes, and when they did, it was fleeting and unreliable.
User was double billed, getting a bill from both Visible and T-Mobile. User also received late fees from T-Mobile because they were instructed that they were enrolled in autopay when transferring from Visible to T-Mobile.
Again, we have multiple confirmation emails of switching service. It is clear that there is a massive bug in the cosmos or someone didn't do their job. I believe the latter to be true.
Assistance
Associate at In-person T-Mobile helps us actually execute the switch after we discover all of this.
I was able to help fight for a late fee reimbursement for user. T-Mobile associate was more than accommodating to reimburse more than the cost of the late fee, given the troubles.
The Fun Part
So, in order to transfer all the old data from the old iphone, the user needs to use their icloud password from an account they made roughly 10 years ago. Fun stuff. Here is what that process has looked like so far:
- Send recovery code to phone.
- Submit Recovery code in browser.
- Wait 24 hours. Then, since user didn't have icloud mail app on their phone, we can then download it without using the icloud password. This way, it is possible to see the icloud email without using the icloud password.
- Now that there is access to the icloud email, apple will sends a code to user's icloud email, at which point it can be submitted.
- As an additional verification step, they have to verify debit card information for a card they have not had in 5 years and is expired. Since there is no access to that information, you select "I don't have access to this information". At this point apple tell you to wait another 24 hours at this same time of day for next steps. This is were we are currently.
I can see that there have been multiple attempts to recover the icloud password over the years but the process was never finished because it took too long or was forgotten/deprioritized due to frustration and complication.
I typed up a print-out for the user of the steps I had taken for this recovery process so I didn't have to explain myself over and over.
Ending Remarks
User has never really been able to do anything with their iphone, except make calls and send messages. Part of user's ignorance with phones is that they have never been able to actually download apps or update them, leading to limited usability and navigating cellphone lanscape. User didn't know they had apple mail, nothing. User's phone was basically a brick.
User hasn't known icloud password, not since 2014 or whenever they got that phone.
This should probably be an onion post, undoubtedly.
I agree, in terms of the part where it didn't switch over correctly, in my experience it's usually due to an employee simply not doing their job.
Sounds like this user might have an easier time with Android if they have it working properly. No walled garden, simple gmail account will allow access to their stuff without the pain points of Apple security.
I'm a bit biased though, I don't like walled garden ecosystems lol.