A few weeks ago, I started receiving legitimate Apple account-change emails at an old address I no longer use for my main account. One message said two-factor verification had been enabled for a phone number that wasn't mine. I recovered the account, changed the password and trusted phone number, and tried to close it. The problem is that someone apparently redeemed a gift card, leaving about $70 in the account, and support says the balance must be spent before the account can be deleted. The only subscription I can see is for ChatGPT, which makes me concerned the account may have been involved in fraudulent gift-card activity. I don't want to spend the balance and later be held responsible if Apple links it to fraud. Has anyone dealt with this situation? Should I use the balance on something for myself, leave the secured account unused, or keep escalating to Apple for another solution?
2 Answers
Keep working through official Apple Support and specifically ask whether they can remove or write off the balance because it came from an unauthorized gift-card redemption. Small leftover balances can sometimes be cleared, but $70 may require review by a senior account or fraud specialist. Document each support case and explain clearly that you do not recognize the funds and are worried about spending potentially fraudulent credit.
If Apple won’t remove the balance, securing the account is probably safer than spending the credit. Change the password to a unique one, verify the trusted phone number and recovery details, remove unfamiliar devices and payment methods, cancel the subscription, and save screenshots of the account and support conversations. Also check your email and other important accounts for reused passwords or unexpected security changes.
That’s essentially what I decided to do: keep two-factor authentication tied to my number, change everything I can, and leave the balance untouched rather than risk creating a new problem by spending it.
I’ve already contacted support twice and asked for the balance to be removed. They said that because I can access the account, I’m expected to spend it before closing the account. I’m not comfortable using money that may be connected to fraud.