iTunes store account hacked

I'm sorry kristafromkalamunda, but you aren't paying close enough attention to this story. I was hacked and received refunds twice, once over a year and a half ago. This thread is just one on the subject, and it is 42 pages long. This is NOT a minor issue about small theft and refunds. It is about Apple's response to a very serious issue. I looked back into my account yesterday and found yet another 'religious' themed album which I never, or would ever think about, ordering. When I brought it up to 'April' at the feedback contact, I was summarily scolded for being late to complain and that I wouldn't receive a refund. I pointed out that I wasn't looking for a refund and that I wanted Apple to fix the problem. I don't think I will be hearing back from 'April'.

I have had a very different experience to alot of the stories here and I can't help but wonder if sometimes people exaggerate the issue to prove a point.

In all my communication with Apple, they never once blamed me for - giving out password / not having a strong enough password etc... And of course they are going to reccomend changing your password... This isn't them laying the blame on the user, this is them reccommending a course of immediate action. Everything on the internet with a password reccommends you mix it up, change it often, use numbers etc.. this can't be seen as Apple not taking the blame.

My gift card was entered on December 25 (I received it for Christmas) and 8 months later it was hacked into... So once again, this isn't something that happens instantly to everyone. If all gift cards were being hacked into within 48 hours, wouldn't Apple just cancel the sale of all gift cards?

I agree in that Apple should acknowledge the issue, but at the same time, haven't we all at one point or another in our lives been told that accepting the blame is accepting the liability? Apple are smarter than that. This is the reality.

I'm sorry for the people that have had a bad response from Apple. In my experience with Joanna, Marvelyn and Jeremy - they were all helpful and apologetic, over the phone and in the first email I recieved.

Any chance you could share the number you used to call Apple? If it's an English one that is. I've sent 4 emails over thenlastbweek, had my money refunded but my account disabled and no contact atall from apple saying how or when my account will be available again?!?

This is exactly what I was referring to. "You" may have a trojan. "You" may have been phished. "You" may have allowed someone to access your account from your computer. "You" should use special characters. "You" should use random capital letters. "You" should use a different password for every login. "You" should make sure you are going to the correct URL.

I do not say anything other that what "You" might have done so "You" are clearly at fault (according to them). Apple takes absolutely no responsibility for these accounts being comprimised.

So all you did was change your password and your account was enabled again?? I've changed mine a few times now and nothings changed. Emailed them 4 times without response (apart from receiving a refund) so have no idea when/how my account is to be enabled again?!?

@lewisfromprenteg

The answer you'd like is only 6 or 7 posts up. You need to reply to an email from Apple Customer Support that was sent to you regarding this requestin your account be re-enabled AND:

I just made my own thread concerning this issue, but I was hacked just last night.

The fraud app dowloaded to my account was called Kingdom Conquest from SEGA.

It shows in my purchase history and everything.

My password was changed as well, but nothing else was touched.

My credit care information has also been wiped.

I already called my credit card company and they put a watch out on my account, and so far nothing weird has been charged.

I can't believe this. I can't even speak to a live person about this issue. We have to go through days and days of emails to get this settled. My acount balance being wiped isn't even the height of my concern, it's that the hacker has ALL of my information. Credit card, first and last name, street adress and phone number.

The only thing Apple can do is replace the money lost. Now some crazy theif out there has all my crucial information! I'm furious!

This is a section of the email I received from the apple support team. It has kinda reassured me about my card details.

"I would also like to address your question about your credit card. First of all please know that your full credit card number and the 3-digit security code from the back of the card are never visible on your iTunes account. Also, our credit card security guidelines require that when using a new computer or device on an account, the three digit security code from the card must be entered as proof that the user of the computer or device is the card owner. It does appear that in your case that what happened was whoever accessed your account perhaps knew they would be unable to use your credit card for funds because of this security measure and simply selected "None" as the billing type in your account page. This removed your credit card and gave them access to use your store credit. Unfortunately we are unable to require the same steps with store credit but this does create added security for credit cards."

Hope this eases some worries

I emailed them on Friday and got a responce within the hour. After I gave them information that they needed, I was reimbursed within a couple of hours. They are very quick and didn't ask questions! Very friendly and eager to help. Good marks for customer service for them! 🙂

"1) The complete billing address listed on the account, and

2) One of the following:

- the order number of your most recent authorized purchase

- the name of any item you've purchased using this iTunes account"

Can others who have had their accounts re-enabled verify they had to answer those questions? I'm super paranoid now that I've been dealing with people posing as Apple's Customer Support?!?

It looks like I've been refunded, but I just have an uneasy feeling about this whole thing.

Yes this is from Apple Support!

"1) The complete billing address listed on the account, and

2) One of the following:

- the order number of your most recent authorized purchase

- the name of any item you've purchased using this iTunes account"

Yes the request for billing address followed by a recent purchase is legit', however it took me 18 days and TWELVE emails until my account was re-enabled, disgusting... The first rep I dealt with was next to useless, sorry Amadeus but your colleague sorted my account within 24 hours, you stopped answering my email after 10 days of frustration (mine).

Apple need to come clean admit to and deal with the problem, the total lack of telephone support when a customer is trying to deal with a case of fraud is not acceptable. I for one will actively encourage everybody I know to steer clear of Apple and their products, shame really, I had this years Xmas presents already lined up 3 x IPad but I have now scrapped that idea.

I have an HTC Desire and a IPhone 4 (free upgrade with Vodafone), I accept that the IPhone is more "glossy" but it is so restricted, I have come to prefer the diversity of Android and am quite prepared to endure the rather 'raw' aspects of an Android tablet.

For those Apple 'purists' I can no longer agree that Apple has an edge in the market, I think that they are a victim of their own success, they no longer view us as customers but rather than an audience that relies upon them - arrogance in the extreme.

Sadly I will buy no more credit once my account is empty so no more Apple apps or ITunes, Android from now on... (and no, I won't regret it)!

I had the same exact charge last night for Kingdom Conquest. I used a gift card but they wiped it completely out. There has to be a glitch some where that is allowing hackers into the account. I used a 10 character password with letters, numbers and symbols that know one could have guested. I chnaged my password right away but this is crazy!!

Is anyone else's account information been changed to Travis Gotch and an address in hampton VA with a 509 area code phone number. If you have I thought I would let everyone know that that information was taken and although that phone number does reach Travis Gotch he has nothing to do with the hacked accounts. Itunes is aware that that information is being placed on accounts and is in the process of removing the false information from peoples accounts. I know this doesn't help with the hacking of all the accounts but thought I would let everybody know.

Looks like a lot of people having the same issues. I just got hacked this morning, and received several emails from Apple concerning purchases on my iTunes account that were from a computer other than the one I normally use for this account (we only have 1 computer in the house). Lost about $20 from my iTunes gift card credit. I've tried sending a complaint through the online contact form and Express Lan support, but the drop down menus for entering information in response to several questions (required fields) about computer, operating system, iTunes version, ect. don't seem to be working, so I'm not able to send a form. I can click on them, but it does not let me select anything from the drop down list. I tried calling the local Apple Store for help, and they just directed me back to the online form. Has anyone else had this experience?

Does anyone have the number to an actual person from Apple Support to contact about fraudulent iTunes charges?

Also, apparently I have one of the fraudulent downloads pending in my account, and it keeps wanting to resume (something with a bunch of Chinese characters). I'm afraid to let it download for fear of some malicious software or something--does anyone know how to cancel the download/purchase that's pending?

Thanks.