Missing iCloud Photo Library

Date: July 21 2025

Dear Apple Support

Can you pls advise to whom this should be posted to? I need an email for customer support and / or customer relations to whom this letter can be sent to. Can you pls advise? Thanks! The nature of the problem is as follows:

I am writing to lodge a formal complaint regarding a serious and distressing failure in the handling of my iCloud Photo Library. I recently discovered that significant portions of my photo archive—specifically covering the following periods:

July 11 to December 22, 2022

July 4 to October 16, 2023

have disappeared entirely from both my iCloud storage and my current iPhone device. These photos were taken using my previous iPhone and were explicitly backed up to iCloud in full between February–March 2024, prior to my purchase and setup of a new iPhone (iPhone 15 pro max). Photos from before and after these missing intervals remain present, which makes this selective disappearance all the more inexplicable.

Key Concerns:

Sync Failure or Deletion:

If this is a sync failure, I demand a technical explanation as to why content from these specific periods was excluded—despite successful backup and upload steps taken. If it was deletion, I want to know when and

by which process or device this occurred.

Security & Access Logs:

I formally request a record of all devices and IP addresses that have accessed or modified my iCloud account and specifically my Photos library during the past 36 months. I also request a full audit trail of any deletions or sync anomalies.

Personal Data Breach:

If there has been unauthorized access or deletion of my photos, this constitutes a potential data breach under the UK Data Protection Act 2018 and the EU/UK GDPR. I therefore reserve the right to notify the Information Commissioner’s Office (ICO) and pursue further legal channels if a clear explanation and resolution is not forthcoming.

Remedial Action:

I request an immediate investigation into the missing iCloud photos, if possible, and expect a detailed report explaining what happened—particularly given that these photos were stored on my previous iPhone and were explicitly backed up to iCloud prior to purchasing and setting up the new device. I also expect compensation or a substantial remedial response for this unacceptable failure.

Photos are not just digital assets; they are personal memories. This Phone is a premium-priced device, marketed for its photo capabilities, functionality, and the ability to preserve and share life’s moments. As a paying iCloud subscriber, this failure is all the more serious—I pay for a service and a device that both promise reliability, integrity, and transparency. The emotional impact of this loss is significant, and your support staff have so far failed to provide either clarity or confidence in the system’s integrity.

I have already attempted to resolve this via telephone support (Sunday, 20th July), spending several hours

across two lengthy calls. The first (Case ID: 1*********5) lasted over an hour before I was abruptly cut off. The second (Case ID: 1*********5) yielded no resolution. Given the lack of meaningful progress, I am now submitting this formal written complaint to request:

An investigation into what happened and an explanation 

Access to all relevant account and photo library logs

Remedial action or compensation

I expect a full response within 14 days of this letter.

Please confirm receipt and assign a formal case handler.

Yours sincerely,

TW

[Edited by Moderator]