Apple iCloud security is bullshit. I got an old iPhone from a family member and we were trying to change the device's iCloud but the dumbass who'd set up the phone for her had put the email in with .co instead of .com so it was pretty much impossible to get any verification email. She'd answer a long series of security questions, get transferred, answer the same series, get transferred, answer the questions again, get transferred - for, like, hours. And any time someone discovered she didn't have the receipt, despite knowing all the security answers, they'd either stonewall the conversation until transferring or hang up.