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In other words, they have no clue!
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Actually, until they get all the details, they must be careful what they say.
With this statement, they are:
* Acknowledging that there was an incident
* Letting people know they are working to determine what happened
* Not overreacting but treating it professionally
* Letting people know that it is possible that someone "hacked" her device using other techniques (like physically tapping into the device, or tricking her into giving up her password, etc.)
I think the T-Mobile response was very appropriate even if they pretty much think they know what happened already.