I want to include my emails to/from support below . . .
I AM NOT HAPPY !!!
Thank you for all your help Sean.
I understand what a phishing email is and it would be very hard to make me fall for one. I am a computer programmer and am more aware of my online security than most people are.
This email address in combination with the password that was compromised was to my knowledge only applied on my iTunes account.
I have seen numerous articles on the internet (including a major newspaper) claiming that a lot of accounts were hacked on iTunes UK over the last week.
I am very unhappy that APPLE feels like they should make me think this is my fault !!!
I already objected to phrases that were used . . .
>> I will use the information you provide to investigate the possibility of enabling your account. Please note this investigation could take several days.
>> Also, after reviewing the circumstances of your case, we determined that issuing you a refund for the items that were purchased without your permission is an appropriate exception to the iTunes Store Terms and Conditions, which state that all sales are final.
The evidence I have seen (and articles I have read) point me to the conclusion that APPLE was attacked and not myself.
I am really angry that APPLE representatives keep insisting that it must be my fault and something I have done wrong (see emails below).
Two more questions . .
1) Why wasn't there an email to this address (connected to the account) when the bogus apps were debited ?? I have always gotten email receipts in the past when I have bought things !
2) When I looged on yesterday .. why did iTunes tell me that my account had been compromised and to change my password ?
It seems to me that my problems were a result of APPLE's failures but I am smart enough to know I can't fight a big corporation.
You have made one very unhappy customer !!! This better %$£^$ not happen again !!!
TFrom: iTunes Store <iTunesStoreSupport@apple.com>
Sent: Monday, February 13, 2012 7:20 PM
Subject: Re: ITMS: unauthorized charges; Follow-up: 191778115
Hi T,Sean here again with iTunes Store Support. At your request, I have removed the two items from your download queue. The next time you sign in to the iTunes Store, it will no longer be waiting to download.T, I would like to inform you that situations like this can happen for a number of reasons, most commonly due to "phishing" emails, sharing passwords, or using the same password for multiple online accountsPlease review the following article for help in identifying legitimate emails from the iTunes Store.Identifying legitimate emails from the iTunes Store
http://support.apple.com/kb/HT2075Furthermore, the orders you are inquiring about were refunded on 2/13/2012, and should be available within 3-5 business days from the date it was processed.Thank you for your cooperation and understanding in this matter, T. Your experience is very important to us and we truly appreciate your continued devotion to the iTunes Store. Have a great day!!Sincerely,SeaniTunes Store/Mac App Store Customer SupportI work Sunday-Thursday, 8:30-5:00 ET.Please note: Some e-mail providers may filter responses from AppleCare as spam or junk mail. Please check your spam or junk folders to ensure you receive a reply to your response.
Sean,I have logged onto the iTunes store now and can see that I was credited 5 songs (which by the way I think is pretty poor compensation for what has happened!)Unfortunately the balance that was stolen from me is still not credited.I would also like the Chinese or Japanese applications (whatever they are) removed from my account.. I keep getting messages that there are 2 files to download, but I didn't buy them, and I don't want them !!Please understand that I acknowledge that you are not personally to blame but think APPLE has made huge mistakes here !!My personal detials were hacked and I can see articles all over the internet saying it was widespread in the iTunes UK store.I am careful with my personal information and work in IT. I am not a low level (stupid) computer user who will be baffled by jargon.I know what is what and the most likely situation here is that my details were hacked from APPLE and not my own machine !Please ..1) Refund the money I lost
2) Remove the apps that I didn't buy and don't want
3) Consider an appropriate compensation for the magnitude of what happened
4) Explain what APPLE is doing to make sure my personal information is SAFE !!!
From: iTunes Store <iTunesStoreSupport@apple.com>
ToSent: Monday, February 13, 2012 5:03 PM
Subject: Re: ITMS: unauthorized charges; Follow-up: 191778115Hi T,Sean here again from iTunes Store Customer Support. Thank you very much for your reply, and for providing the requested information to have your account re-enabled. It is my pleasure to properly correct this issue to your satisfaction today.T, as promised I have re-enabled your iTunes Store account. To sign in to your account, you will need to visit http://iforgot.apple.com and reset your password.To increase your account's security, I recommend you follow the suggestions outlined in this article when resetting your password:iTunes Store: Best practices for protecting the security of your account
http://support.apple.com/kb/HT4156After resetting your password, we recommend that you change your security question(s) immediately. This helps to prevent anyone else from using your iTunes Store account. You can change your security question(s) here:On the Apple ID page, choose Manage Your Account. Then sign in with your Apple ID and choose "Password and Security" on the left. After you have reset your security question(s), click on Save Changes.Also, for your troubles, I have issued 5 song credits to your iTunes Store account. You can use these to buy the individual songs of your choice from the iTunes Store.When you next sign in with this account, the song credits will appear by your account name (in the upper-right section of the iTunes Store). The next individual song you buy from the iTunes Store will use one of your song credits instead of your primary form of payment (until all credits have been used or have expired). Please note that song credits cannot be used for purchasing songs that are listed as "Album Only."If you don't see your credits, refresh your account information by signing out and back in to the iTunes Store. You can find both "Sign Out" and "Sign In" within the pull-down "Store" menu. If you don't see this menu, download the latest version of iTunes from our website for free:I sincerely hope I have addressed this issue to your satisfaction. Thank you so much for your email today and please know that your business is greatly appreciated to the iTunes Store. It has been more than a pleasure assisting you T. Feel free to reply with anymore questions or concerns you may have, and I will be more than happy to help. Thank you for choosing iTunes and have a great day!Sincerely,SeaniTunes Store/Mac App Store Customer SupportI work Sunday-Thursday, 8:30-5:00 ET.Please note: Some e-mail providers may filter responses from AppleCare as spam or junk mail. Please check your spam or junk folders to ensure you receive a reply to your response.I
am extremely angry because this is not my fault and Apple has compromised my
security (see report below) . . .
company's failure may have allowed my personal details and answers to security
questions (that are the similar to my bank) to fall into illegitimate
you have the audacity to inform me that my account is blocked and demand my same personal details *by (insecure) email* and I quote .
. .>> I will use the information you
provide to investigate the possibility of enabling your account. Please note
this investigation could take several days.I feel that I should be compensated
beyond the refund that you begrudgingly agreed to (and I quote again) . . .>> Also, after reviewing the
circumstances of your case, we determined that issuing you a refund for the
items that were purchased without your permission is an appropriate exception
to the iTunes Store Terms and Conditions, which state that all sales are final.It seems that APPLE got hacked pretty bad
and I am one of the unwitting consequences of that attack !!!Evidence to support my statement is as follows . .
** I never received
emails confirming the purchases** I found about the breach when I logged on and
saw a message reporting that my account had been compromised instructing me to change
my password.It wouldn't successfully change my
password for the first few attempts either !! It kept saying that the
account was already registered to an email address.
I respectfully request that . .1) You reactivate my account ASAP
2) I am compensated for your failure
3) You can offer some assurance that this
cannot happen again !!I am starting to suspect that APPLE are not so serious with their security
and am worried !!Please reply ASAPRegards
From: iTunes Store <iTunesStoreSupport@apple.com>
Sent: Monday, February 13, 2012 2:58 PM
Subject: Re: ITMS: unauthorized charges; Follow-up: 191778115Hi T,First let me say I am sorry to hear your personal information has been compromised. My name is Sean and from your email I understand you are concerned about purchases that were made with your iTunes Store account without your permission or knowledge. I realize how disheartening this must be and how vulnerable you must feel. I would be more than happy to provide you with the necessary information to resolve this matter quickly.T, to prevent further purchasing, I have disabled your account. Please note that you can enable your iTunes Store account in the future by providing specific information to iTunes Store support, as described at the end of this email.Also, after reviewing the circumstances of your case, we determined that issuing you a refund for the items that were purchased without your permission is an appropriate exception to the iTunes Store Terms and Conditions, which state that all sales are final. A refund in the amount of 12.97 GBP will be credited to your iTunes account.I also strongly recommend you change your account password immediately. Changing the password will help to prevent anyone else from using your iTunes Store account to place orders without your knowledge. To increase the security of your account I highly recommend that you follow the suggestions outlined in the following article:iTunes Store: Best practices for protecting the security of your account
http://support.apple.com/kb/HT4156T, iIf you would like your iTunes Store account to be enabled, please reply to this email with one of the following:- the order number of one of your purchases
- the last four digits of the credit card used for your iTunes Store account
- the answer to one of your security questionsAnd two items from this list:- your birth date
- the billing address listed on the account
- the phone number on the accountI will use the information you provide to investigate the possibility of enabling your account. Please note this investigation could take several days.I am glad that I was able to return the funds. I truly do hope that you consider all the recommendations above. If you have any further questions, please do not hesitate to ask. I wish you the best of luck and thank you for your understanding.Sincerely,SeaniTunes Store/Mac App Store Customer SupportI work Sunday-Thursday, 8:30-5:00 ET.
My account got hijacked and I called Apple Support the second I noticed my password was changed (and my giftcard balance drained). The thief was IN THEIR SYSTEM changing my credentials and information while I was on the phone with support, even after I changed my account password!
The support guy asked, "Are you changing your info?" and I said, "Nope, are you?" ... "No!"
Apple has a serious security issue so I removed all forms of credit information from my Apple ID as well as any non-essential personal identifiers. I'm not ret**ded and can identify phishing attacks and passworld manipulators; and there's no way they could brute force crack my password as it was a 9+ character nonsense word comprised of numbers, letters, and special characters. Obviously they won't acknowledge there's an issue, but Apple has been hacked and compromised.
What I can't figure out is why Apple STILL has this problem and why they won't fix it. To Apple's credit though, they did refund my giftcard balance to full and restored my control to my account.
I just had my account hijacked today. I tried to login this afternoon and it said my password had been changed. So I change my password then check my account balance and close to $93 was missing from my account and my wallet had been drained to $0.68! Then I go check my email and I had two purchases of $46 from an app called kingdom conquest something I never even downloaded! So I called apple support they verified my account was compromised and told me they would refund my money in a half hour. A few hours go by and still no refund! I call back and was informed it takes 3-5 days and at this point I hope that's even true. Can't explain how frustrated I am this happened and the amount of time it actually takes for a refund... If I ever get one. The bad part is after reading this post other have the same issue going on and apple won't do anything, what the ****!
Same thing happened to me last night. This Kingdom Quest game drained my account from $93 to $0.31. I changed my password last night and sent an email to support. I tried to logon this morning with my new password and got an error saying my account was locked. I reset my password account.
Does anyone have a phone number for apple support that I can call?
My account was hacked this morning. $20 of in app purchases from Haypi Dragon. Chatted online with Apple and all was resolved. They tried to tell me it was my fault due to possible phishing. I'm not an idiot and have always been pretty secure with emails. After I reset my account, it was locked within 5 minutes and I had to reset it again. Someone out there tried to get back in after it was caught. I have an iPhone and they told me the purchases where made with an iPod touch. There has to be a better way to prevent unathorized devices from making purchases.
I was just hacked too... My account is linked to my PayPal that's linked to my checking and they got in twice a few days ago one for 20 somethings bucks and the other for 3o bucks. I e-mailed Apple. Apple Support refunded me $55 within minutes last night - said they reset my password which is not true. I reset my iTunes password before I sent the e-mail to Apple. Then tonight I got an e-mail from PayPal showing another debit $21.90. Amazing. Now I reset my PayPal security questions and password AND my Itunes password. Not very happy at this point. Scared crapless actually. What is this monkey business? The 3 transactions show on my PayPal account but not in my iTunes window in the iTunes Store. How is that possible. I'm going to give this 24 hours. If it happens again I guess I'm cancelling PayPal for sure. What a joke.
This is the e-mail I got from Apple Support:
Welcome to iTunes Store Customer Support. My name is Karthik.
I understand purchases have been made with your account without your permission or knowledge. I am sure you are anxious at this time and I will do whatever I can to help you right away.
me, to prevent further purchasing, I have disabled your account. I urge you to contact PayPal as soon as possible to request an investigation into the security of your account.
We have issued a refund for the items purchased without your permission. The decision to issue a refund was made after a careful review of your case. Please note that this refund is an exception to the iTunes Store Terms and Conditions, which state that all sales are final. A refund in the amount of $58.91 has been issued to the payment method(s) that were used to pay for the items.
If you suspect you are the victim of identity theft, consider following these recommendations:
- Contact the fraud departments of any consumer reporting company to place a fraud alert on your credit report.
- Close the accounts that you believe have been used without your knowledge.
You also have the option to remove your payment information from the iTunes Store. To remove your payment information:
1) Open iTunes and sign in to the iTunes Store.
2) Select "View My Account" from the Store menu.
3) Enter your password and click the View Account button.
4) Click the Edit Payment Information button.
5) Select "None" as the payment type.
6) Click the Done button at the bottom of the page.
The security of your account is important to Apple. If you would like to enable your account, we will manually reset the password for you and include helpful information for when you reset the password again yourself. It is recommended that you reset the password even if you wish to leave your account disabled.
If you would like to request that your iTunes Store account be enabled, please reply to this email.
To increase the security of your account I highly recommend that you follow the suggestions outlined in this article:
iTunes Store: Best practices for protecting the security of your account
me, I hope this information is helpful. If you have any further questions, feel free to contact us and we will be happy to assist you.
Have a nice day!
iTunes Store/Mac App Store Customer Support
Please Note: I work from Monday to Friday, 9:30PM-6:30AM CST
All i can say is applause to all of you for making this forum. Im a year running victum and they have just out right ignored me. I have been battling with them since day one and all i can do is laugh everytime i hear "Award winning Customer Service." because all this is proof that theres nothing Award winning about it because if anything its more like get an angry mob ready and preparing for a tar and feathering.
My incident happened last year and i was hacked by some random japanese or chinese guy in texas. I took an extra step to look up the address and it was based in a company some where in Huston. I went through the pains and aches of the disabled account reseting it and doing all that jazz but they became completely mute when the subject of money came up. There was a fee of 100 dollars in gift cards placed on my account and my card was blocked. They told me that they would refund the money onto the iTunes account which mind you i have yet to see a penny from them and when i asked about my credit card they said you would have to wait till you got a new one which i was fine with. A year later THEY SOMEHOW BLOCKED MY NEW CARD!!!! I mean this thing has a whole new number and all my info checks out so what the **** Apple!!!! Take responsability for youd dam company and do something!!! Dont pull a childish act and ignore your customers i mean seriously what company does this?!
Within 24hrs. of updating the credit card information in my wifes iTunes account, our bank alerted us to suspicious charges. We live in ID, and had charges in New Hampshire. Obviously Apple has a problem here!!!!!
Apple...can you hear us? Are you listening? Once you lose our trust, it's gone. FIX THIS NOW!!!!!!
I think that it is crazy that people are getting away with this.
My account has been hacked twice! I had around £20 in my account from accumulated gift cards. I now have £0.98
I recieved two emails to inform me that something had been purchased on my account from an unauthorised computer. However it did not give me any way of reporting the problem or reversing it.
These are the app and in-app purchases that I have been billed for:
Galaxy Empire, 125 Dark Matter by Tap4Fun - £6.99
Galaxy Empire, 125 Dark Matter by Tap4Fun - £6.99
Galaxy Empire, 60 Dark Matter by Tap4Fun - £2.99
Galaxy Empire, 22 Dark Matter by Tap4Fun - £1.49
I don't understand how Apple is letting this happen. It is cleary a hacking as not only did they buy the same thing twice but there is no record of this app in my Itunes account!
If you could let me know if there is any way of reporting this or resolving it, that would be appreciated.
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