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I previously had identity theft that was a result of T-Mobile mistakenly linking am old iPhone and account to a brand new line, phone and number in which no data was ported or transferred to. The previous phone had broken but was hacked into and the linking of accounts allowed the new phone to be compromised and through that my identity was stolen. The new phone was being remotely accessed and my mobile banking app with face recognition was disabled and all personal information was used to access all my personal information, accounts and information leaving me at a 20k loss and in debt. The phone couldn’t be reset and I was never able to regain my identity. This was in 2021. I left T-Mobile and started a new plan with Verizon. Then as a curtesy, my family offered me to join their family plan in June 2023. I was very reluctant to do so after my experience but did. I went to the Palladio T-Mobile in Folsom California where I had a new iPhone 14 pro shipped to. When we arrived at the store, I paid the activation and taxes and the associate went to get the new device. He asked if I wanted to keep my number and I was hesitant to give a response and finally said I was not sure if I’d keep the number but for now, it would be okay to use just to turn on the line for calls and messages. He then told me the new phone would take a few minutes to turn on and I asked if I could run across the parking lot for a gift card in time for the phone to be running. He said yes. I returned and was horrified when I saw my brand new iPhone 14 pro was an exact clone of my previous phone. I was Shocked that the Apple ID, all apps and data and even my security settings had all been moved to the new phone without my authorization. The data on the new phone was full! I immediately asked him Why I was looking at my old phone which was even laid out exactly the same on my Home Screen and he said he just assumed I wanted everything moved over. I told him the old ID was compromised and I did not want him to do that! The number was all I have permission for. I then attempted to factory reset the phone but couldn’t due to a 26 digit encryption! I went to Apple and they advised the carrier had incorrectly set my phone up and transferred a virus embedded in the settings and I needed to get that 26 digit encryption code and remove my device from it. Upon finding that code, I went into T-Mobile and asked them to reset the phone to brand new. However, because the ID is an “alias” and connected to numerous other Apple ids, the new phone will not allow me to create a new Apple ID as it says it has reached it Max. My identity is now compromised again and the store has not wanted to help me in remedying the issue. Corporate locations have tried to talk to the manager of this store at Palladio but the manager Nikki has been very rude, refusing to take my calls and representatives have hung up on me. I’m at a loss and my phone is completely allowing for my security and safety to be left open for harm again. I am begging for help
Desired outcome: Swap out phone for a new not compromised one
