Apple Refusing To Remove Activation Lock On Grandfather’s Iphone

​Location: TN, USA

​Hello r/legaladvise, I hoping someone may have some advice or something that I can do to help my grandfather.

​My grandfather (born 1941) has developed dementia over the past few years. He is still living at home with family support, but has significant memory issues. ​A few years ago, he purchased an expensive iPhone. The store helped him set up an email address and Apple ID. I was unaware he did this until after, but it was already done and he was happy. Now, he has gotten himself ​locked out of the device somehow and it is requiring an activation lock. ​He does not remember his Apple ID or Yahoo credentials. Yahoo deactivated the email account due to inactivity, so password reset links sent there cannot be accessed.​ The recovery phone number linked to the Apple ID is the phone number of the locked iPhone itself. All of this I have learned as I have been trying to help him get back his phone access.

​I called Apple Customer Service. They initially informed me that if I found the original purchase receipt showing the phone's unique identifiers (Serial Number / IMEI), they could process an Activation Lock removal. ​I located the original receipt containing all required identifiers and buyer details. ​When calling back to submit, Apple support changed their stance. Reps now claim that without access to the original email address, the phone is permanently locked/bricked, and the receipt is no longer sufficient. They advised that he has no other options but to buy a new phone. I offered to bring my grandfather into an Apple Store with his photo ID, the device, and the receipt, or to transfer his phone number to a temporary device to receive an SMS code. Support refused all options. What's frustrating is that the recovery phone number was an option, but now they are stuck on his email and say that's the only way. I escalated to a manager and he stuck to their hard stance. No email no phone. Receipt and recovery number is no longer a option.

​I informed Apple of the whole situation including my grandfather being eldery and has a mental disability. With our ageing population and advances in technology this will be a recurring issue. They stated they have no alternative methods to assist in the situation. Can they withhold access to hardware owned outright when valid proof of purchase (original receipt with IMEI/Serial) is provided? Their website and the original tech support stated that is what is required for the unlock.

​Does my grandfather's cognitive impairment/dementia create any obligations for Apple under consumer protection or disability accommodation laws? I don't feel like we are asking for anything outside the normal. They seem like they are actively trying to stonewall us. We are even fine with the phone being wiped. That would actually be preferable, as I could reset everything and know all the credentials to keep this from happening.

Is filing a complaint worthwhile and who would I submit it to, or contact?

If we have to, we can get him a more appropriate phone, but it just doesn't seem right to be locked out of a perfectly good phone especially with how nice and expensive it was.

Any help or advice would be much appreciated. Thank you.