How do I appeal a support ticket?

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Level 1

5 points

How do I appeal a support ticket?

I have been trying to get my ex’s iPhone reset after she placed it in lost mode. I don’t want her details, I don’t care. I just want the phone back.

I submitted a ticket to have it removed from lost mode and pulled from her cloud account. It was kicked back and support could only tell me that they wouldn’t accept any more tickets for this device. I bought the phone and submitted the receipt. I am trying to figure out how to escalate this matter to either get this resolved or determine why apple can’t help me.

Asking my ex to unlock isn’t an option

Posted on Mar 11, 2024 7:03 PM

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Answer 1

Mar 11, 2024 8:15 PM in response to TheaterNinja

If she reported the phone as lost/stolen after selling it to you that’s fraud. If she won’t unlock it then she owes you a refund (and you’ll need to return the phone to her.) I assume she didn't tell you before you bought it that the phone was locked and you wouldn't be able to use it. Apple has determined that you don’t have proof of ownership, I doubt you’ll get them to change their mind without your ex’s help.

Best of luck.

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Answer 2

Mar 11, 2024 7:32 PM in response to TheaterNinja

The only thing you can do is reach out to Apple directly and elevate your concern with their decision. They are the final arbiter in all cases of unlocking an iPhone. It was her phone right? You're likely fighting an uphill battle on this. And Apple has very specific requirements about what documentation is required.

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Answer 3

Mar 11, 2024 7:10 PM in response to TheaterNinja

User to user only forum. We are not Apple and we have no pull with Apple. And no one from Apple is here on this user only forum. You have to continue working this out with Apple. Sorry.

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