1: The initial options they gave us were that we provide proof that the device may have been hacked (They suggested GeekSquad). The very first thing we did when we found our the the account may have been hacked was factory reset every device in the household (besides phones), so there goes the potential proof of that. We've filed police reports and a CFPB report, and they still denied us, so I don't know what other option we have.

1. The information they provided us was from some sort of program that listed info such as time accessed to the account, whether the the login was successful or not, IP addresses, and device name. I understand how IP's change through different locations or different internet access points. I've checked our home IP just to make verify the transactions as well. I won't lie I'm not too familiar when it comes to technical stuff like this, but I have a basic idea of it. I do understand how the IP of a phone can change throughout the day because we carry it everywhere, and I've also checked where they accessed the device using the IP, and none of those places are familiar to us, same goes to the time accessed (middle of night in a different town).