Please help! Account verification
I have had mint for 10 years. My daughter has had her number for 7 years. Her old iPhone is dead, no access, no recovery, so SMS is not possible. The screen and phone are dead according to Apple Store employees whom tried everything to access it. She also has no access to the email account on file because she was not saving passwords anywhere else. She doesn’t have a physical SIM. We don’t have an old device in which to place a physical SIM. We have a service recovery ticket already. We have answered verification questions several times. I’ve been to the Apple Store 1x, with her and her ID, have made at least 5 calls to Mint Mobile. They finally called me back late this morning for a 3rd attempt to verify the account. I have all the account details because I am the family admin. I’m trying to help her. I’m asking them to change the email to mine (on file as the family administrator). We don’t want a new phone number for her because I just recently prepaid for a year. We have not yet tried iCloud account recovery but that will be the next step if Mint cannot help us by phone today.
I am considering going to another provider and charging back on the service I just paid for.
I’ve asked Gemini, chatGPT, and grok for ideas. I’m coming here for help.
Update: We were able to get back into the old phone after a repair shop swapped out parts to see if anything could be repaired. Apple Store said it could not be repaired. It was truly unfortunate that Mint Mobile wouldn’t allow access to her account using reasonable security questions or even physical verification of IDs. We are the account holders, and have been since the beginning. The only thing that seemed to get their attention was an FCC complaint.