I just got off the phone with Apple, after speaking to a point person on the executive relations team. Isabella G offered to set me up with an escalated support member. I thanked her (and accepted) but said that my concern in this matter went wider than my specific case.
I explained that a no-reason account lockdown was a much broader and much more important issue to me. Our device was not stolen. My daughter did not enter bad passcodes or wrong passwords. There was no reason that the lockdown should have happened and no way for Apple Support to explain why it did happen. If it could happen to us, it can happen to anyone and potentially at any time.
That my daughter had forgotten her security recovery information, too, led to a much broader issue. She was young, foolish, and feels sorry for her choices. At the very least, she should have changed her email when the provider shut down its services. But having an outdated email and no memory of security questions isn’t limited to her specific situation.
Consider the elderly or those who otherwise struggle with recall. They may be able to, as she was, know their passcode, account, and password but not be able to recall the specifics of the security questions or know where they had placed the documentation for the exact phrasing used when answering those questions the first time. They too may have clung to existing account names even if their email has changed over time.
The core problem isn’t that my child made regrettable decisions. She did. It’s that a lockout happened without explanation and without recourse. Something triggered the lockout. And, it clearly was something that fell outside the scope of where we, as customers, would want or accept that the lockout should occur.
I’d like to find out what that was, how Apple can prevent it from happening in the future and how they can offer remedies given the consequences of both losing information and device utility.
Update: Support call went nowhere but our support person was as usually thoroughly professional and nice. Other theories about what might have happened are “haven’t logged in for a long time, which could have activated the lockdown” (his) and “possibly the privacy act stuff this week bouncing back from a dead email” (mine).
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