Apple the worst when it conmes to customer service

My daughter forgot her Apple password. We followed the prompts and went to the I store. Needles to say we had to wait 13 days. Today is 13 days and guess what they told us to wait another 13 days as they closed the call from their side. This is ridiculous, now she will be without a phone for a month due to this ridiculous setup. No ne at the call centre are willing to assist. I was always a big Apple fan but needles to say that I will stop dealining with Apple if this is how they treat their customers. How do yu expect a young woman to be without ger phone driving at night to university in this dangerous country of ours.Disgrace!!!!!!!!!!!!!!!!!!!!!!!!