Account locked

Can someone help us please?  My wife had his apple ID and password hacked before CHRISTMAS! and his account has been locked by Apple. One who has hacked his account apparently launched two stage audit - (she didn't!). She was unable to update anything through iTunes since then. She is asked a "key recovery" was never sent. It is requested to use a device of trust (iPhone) to unlock the account, but the last two digits of the account (58) that is cited do not belong to one of our phones.

On the advice of the Apple support, it has restored his phone, but to no avail.

They are very nice, but seem unable to solve the problem.

She was even at the Apple Store in London who seemed clueless!

She becomes SO stressed on this subject!

Someone has an idea how we can proceed?

Please, I beg you!

iPhone 4 s, iOS 9.2.1

Security issues Apple - ID

Account security issues almost always require directly contact a representative from Apple to firmly establish your identity as the account holder. You can configure so that Apple you call, either immediately or at a time convenient to you.

1. go to http://www.apple.com/support/appleid/

2 choose to contact Support, then click on contact Support

3. choose other subjects of Apple ID and choose the appropriate topic for your question (questions of security or password)

4. choose, no thanks, continue

5. choose the best method for you to contact Apple

By the end of 2012 mini Mac, OS X El Capitan 10.11.2; Apple Watch, 38 mm silver AL, Watch OS 2.1; iPad 2 & iPhone 6 + iOS 9.2 air

Tags: iTunes

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