You need to send an email to them. iTunesStoreSupport@apple.com. Tell them exactally what happened, the charges, amounts, etc.... They will get back to you quickly. I had this happen to me and they refunded my account the same day, took a few days to get back into my account. This is the response I got from them:
Thank you for contacting iTunes Store support. My name is Keith and I understand
that you'd like me to help you with the unauthorized charges on your credit
card. No worries as I'm here to help you in the best way I can.
Firstly, I would like to apologize for the inconvenience this matter has caused
A refund in the amount of $145.86 has been posted to your account. Refund
processing times vary and can normally take from 7 to 10 business days. Please
contact your financial institution for details related to processing times.
When you contact your financial institution, I urge you to request an
investigation into the security of your account.
To prevent further purchasing, I have disabled the account that was used to make
As always, Diane, my goal is to help you with your concern as quickly and
accurately as possible. I appreciate your patience and understanding regarding
this matter and sincerely trust this information helps you to resolve this
matter. Have a nice day!
iTunes Store/Mac App Store Customer Support
I work Wed to Sun, 9am to 6pm CST.
Thank you for allowing me the opportunity to assist you.
Here's a slightly different wrinkle: My wife's credit card was charged $99.99, posted on her credit card as an iTunes purchase. However, no purchase appears on her iTunes account; in fact, she still has an unspent credit from a gift card I gave her a couple of years ago! Although we'll take steps to change the password and credit card associated with the account, it seems to me it's the credit card, not iTunes, that was compromised. It wouldn't be that hard for a thief to make it appear that a purchase was made on iTunes, would it?
Currently Being ModeratedJun 15, 2012 5:00 PM (in response to Hodgram)
Here's a slightly different wrinkle: My wife's credit card was charged $99.99, posted on her credit card as an iTunes purchase. However, no purchase appears on her iTunes account;
Because her CC info was added to a diferent iTunes account. If so, it wouldn't show on her iTunes account.
Currently Being ModeratedJun 15, 2012 6:35 PM (in response to Chris CA)
That is almost certainly true. But that doesn't mean the card number theft occurred on iTunes. The thief could have stolen the number anywhere and used it to make a purchase on iTunes. Therefore it seems to us that the proper remedy is to be found with the credit card issuer, not with Apple, and that's how we have proceeded. That credit card is now kaput and her password on iTunes has been changed for good measure. If the problem recurs we'll have to reevaluate, but I'm hoping that will have taken care of it. Point is, just because your credit card bill shows an iTunes purchase does not necessarily mean that your iTunes account itself was compromised.
Adding that this happened to me last week too.
About 9 transactions over 2 days, totalling almost $200. Not from my itunes account.
I've never bought anything on itunes so I can only assume it might be to do with the fact that I bought a laptop from Apple a few months ago using my credit card, or some other scammer has gained the information..
It's a real pain waiting for a new card, and screwing up all my online transactions.
Hopefully it gets refunded :\
iTunes sure seems to be common thread here. My husband and I both have iPads and iPhones and, therefore, have had iTunes accounts for over 2 years. We have both accounts tied to the same credit card. We were contacted by the credit card company about 2 weeks ago that there were some suspicious charges and, after reviewing them, they cancelled our card and sent us new ones with a new account number. We've only had the new cards for about 6 days and haven't had a chance to change the cc number on all of our online stuff yet. I happened to be paying the regular cc bill today and noticed 2 $20 charges to the Apple iTunes store (at the CA # listed in above posts) several days apart but the 2 charges were both several weeks BEFORE the original suspicious activity. This was obviously the source of the original fraud problem. Also - There were two zero dollar charges to my iTunes account on the two charge dates for the HP ePrint app. We just bought a new HP printer in our office and I downloaded the "free" app to print from both the iPad and iPhone on those dates. Another coincidence??? Thank goodness we use PC's for office work but this "free app" stuff sure turned out to be a real pain - and not quite so "free" with my time. Have talked to credit card company (in person!) and they said they'd file disputes on he charges and emailed with an Apple support person who said thy'd fix our iTunes accounts. What a pain! We'd like to cancel iTunes but must have an account to do backups on the phones. Too much invested in equipment now. Sure wish Apple would figure this out - certainly looks like they have had issues for several years now.....
iTunes sure seems to be common thread here.
Since the iTunes account is the one where the charges are happening...
There were two zero dollar charges to my iTunes account on the two charge dates for the HP ePrint app. We just bought a new HP printer in our office and I downloaded the "free" app to print from both the iPad and iPhone on those dates. Another coincidence???
No. Why do you think it would be a coincidence?
The apps were "purchased" (for free) on your account so they show up as a transaction on your iTunes account.
Thank goodness we use PC's for office work but this "free app" stuff sure turned out to be a real pain - and not quite so "free" with my time
No idea why you need to spend any time at all with it.
You get an email receipt that shows you "purchased" them.
If you did, no problem. If you didn't then you contact Apple.
Just like you would do with a credit card. Look at your bill every month. If the transactions are yours, pay the bill. If they aren't yours, call the CC company and report it.
We'd like to cancel iTunes
You don't cancel an iTunes account. Just don't use it. Remove your CC info. Personally, I only add CC info when I make a purchase then I immediately remove it.
but must have an account to do backups on the phones.
??? You don't need an iTunes account to backup your iPhone
Currently Being ModeratedSep 7, 2012 12:07 PM (in response to Chris CA)
OK - I'm going to reply to the rather "snarky" comments on my post above.
My statement about "coincidence" was because we, nor the credit card company, had ANY idea there was a connection from the fraudulent activity originally discovered by our cc company to iTunes until almost 2 weeks AFTER the first two bogus iTunes charges occurred.
The other "coincidence" was that the two $20 iTunes fraudulent charges occurred on the exact same day as my two HP ePrint app downloads. SO- how did somebody get our credit card number from that transaction when nothing was actually charged to the card? Even if it hadn't been a free download, I have an iTunes gift card balance on my account so there wouldn't have been a charge on my credit card anyway. Ergo, somebody has the ability to hack the iTunes info? Perhaps?
The time? Let's see - 2 phones calls - to Apple and credit card company, with some "on hold" time involved in both. Research on Google to figure out what was going on. Emails to iTunes because the customer service phone number ONLY handles "sales" - everything else must be done by email - currently up to three different exchanges and more to go because the accounts are still not activated. And no - I did NOT get an email receipt for the "purchase". If I remember correctly, I don't think I have ever received an email receipt for a free app download so I had no reason to go look at my credit card purchases to see if there was something there that shouldn't be. You may be very used to constantly checking your iTunes account and/or credit card purchases but I am not. We have never had a problem like this before - I have never had a reason to check the iTunes purchase account and generally only review credit card charges when the bill arrives. Guess I'm going to have to monitor both of these more closely now that Apple has demonstated that they have had some security issues for several years that they apparently can't solve. Phone calls + emails + constant account monitoring = time. Very simple.
Thank you for the information on taking the credit card info off the account - had no idea that was possible and still keep the account active. The online iTunes account registration system sure makes you think that the cc# HAS to be entered to set up and keep the account. Many of the apps we use send out updates and they always ask for the Apple ID and password to get them. I will try deleting the cc info - just as soon as somebody re-activates our accounts. At this point, we can't get into them yet - not sure when that is actually going to change - communication with these tech people is not easy.
DID actually get an "update email" late last night - they found FIVE iTunes accounts with our credit card number in them - therefore the reason they had to de-activate all of them. Now just how did someone get our cc info to set up three additional accounts? Think they got it from a WalMart purchase? Ummm-probably not.
Don't need an iTunes account to back up an iPhone? Really? Can you please tell me how to do it otherwise? Everytime we have had a phone problem and/or purchase another one, the first thing the phone company (AT&T for us) tells us to do is back the old phone up to iTunes so we don't have to enter all of the contacts again. If there is another way to do this, I am very open to trying it and would appreciate instructions. Thanks!
And no - I did NOT get an email receipt for the "purchase". If I remember correctly, I don't think I have ever received an email receipt for a free app download
You should be getting an email for every iTunes free/purchase. Go to -> https://appleid.apple.com and make sure you have the correct email address (and change your password and security question if you have not). Chekc yoru SPAM folder to see if they got blocked.
Don't need an iTunes account to back up an iPhone? Really? Can you please tell me how to do it otherwise?
Plug it into your computer and backup with iTunes.
An iTunes account (used to make purchases) is not the same as an iTunes library (on your computer).
I got an email today from my cc company telling me of some fraudulent changes from apple on my card today. I called Apple support and had a unhappy conversation with Shane who said all the right things he would make sure the account was closed down and nothing would go through. When I started asking question about how someone can open an account with a cc number that is not listed on my iTunes accounts and what name and address was used because there were 2 orders and verification process done with the cc # that was used he was able to trace it back to bad account. When I asked him for the information name address ect. So I could pass it on to my cc company he choose to lie instead of just telling me it's against policy or some other rule he made the whole thing worse by telling me after I told he was clearly living because you cannot open an account with out that information along with some of choice words about his character he tells me that it looks like some just randomly hit keys on the key board in no order whats so ever the name they accepted was just jibberish and nothing more.
Right now even though the family is very MAC heavy a phones, computers, IPads I am having serious thoughts of starting to change over when it comes into equipment help their great but you trust them with your money.
If all else fails and they can't find the transactions in your name give them the card (minus the exp date or the extra 3 numbers on back) and they can trace the account back words with that.
I hope that helps and if you ever get Shane just hang up he's not worth the trouble
Currently Being ModeratedSep 8, 2012 4:41 PM (in response to DiscoRules)
Wow ! I am surprised that Apple did not block your post yet. They blocked mine when I detailed the fraud done to my CC on unknown itunes accounts. Apple said they could not trace the transactions even though I gave them the details. Too bad so sad, go to your bank they said. The fraud dept at my bank said dealing with Apple is useless.
My solution is not another dime to Apple ever again and recommending the same to anyone that will listen.
Too bad so sad to you Apple.
More Like This
- Retrieving data ...
- This solved my question - 10 points
- This helped me - 5 points