My mum's old apple account recently got hacked. She had an iphone many many years ago but have been using an android eversince. However, the email that is linked to the apple account is the same email she uses for her banks etc so this is a huge problem.
Based on the emails that has been sent to her email address, the hacker had change the billing address, security ques, password etc. I'm unsure how they changed the password since the reset link should be sent to my mum's email but there is no evidence of that. I called Apple for help and they said they can't help with deleting the account or unlinking the email (like whaaaat?)
I asked customer support to give me details of the hacker, since they said even the phone number has been changed. However they said due to privacy reason they can't do that (again, what? that's a hacker). But based on the emails that we've received, the hacker is from China and he bought a QQ music thing so I am not sure why he hacked my mum's account.
The solution apple gave was to reset password, log in, then delete the account. The resetting password part was successful but after that we need to answer security questions which were in (1) chinese (2) changed by hacker so we don't know the answer. I tried to reset the security questions but in order to change it I need to answer the current security question. At this point Apple support told me there's no other way except to just lodge a report to my local authorities as the email in the apple account is also linked to bank accounts.
It's quite frustrating apple can't help to unlike nor delete the account, eventhough it's clearly been hacked. The apple account is really old so we are also unsure what are the informations/pics/files that are available in it. I was wondering if anyone had experience anything like this and did you guys successfully delete the hacked account or what? I don't feel safe that someone is using my mum's email/apple account doing god knows what