Previous 1 14 15 16 17 18 Next 1,958 Replies Latest reply: Dec 2, 2015 9:42 PM by Chris CA Go to original post Branched to a new discussion.
  • StoneyPA Level 1 (0 points)
    How long does it take these friendly reps to restore your account after they disable it for you to force a password change? I'm unable to update any current apps until they do...

    E-mail says it could take several days? I'm sure they don't wait that long to take your money...
  • Terrence Level 1 (10 points)
    It took the apple representative (via email back and forth) at least 4 days after I contacted APPLECARE to reset my account. If you are near an Apple Store, or Apple Genius bar at the closest best buy, you might want to call them. Here in Anchorage Alaska, there is a Apple paid employee working out of the local
    Best Buy and he might be able to walk your situation thru to completion. I know that if I had been delayed by another day to fix Apple ID account, I was going to go back to the AT&T store where I purchased my iphone4 and get them involved. Please post when your account is reset and you can access the app store.
    After my Apple ID account was reset and I was able to download apps on both my laptop and iphone, I changed my password and then ran out and purchased a 15 dollar itunes gift card and hung it out on my itunes account to see if I am able to bait the hackers into trying to do that again. So far, its been a few months and no hackers have taken it. I make sure that account doesnt have any PayPal or VISA CC information on it. I used to check my itunes account daily.. but now.. its every other day.
  • David Russell Level 1 (25 points)
    I can add my name to the list. $10 credit in my account gone. Address reset to Towson, MD, CC info erased. 2 machines authorized for my account. I changed my password, but I dont think they are getting in that way. There is some other major security flaw and Apple isnt talking about it because they cant fix it yet, thats my guess. With all these refunds that Apple is having to issue, you'd think this would be a top priority and perhaps it is. They just dont talk about it because they cant stop it and it would hurt business.

    It kinda ticks me off that there is no number to call to resolve this more quickly. You have to email and wait. You'd think with the BILLIONS of $$$$ Apple brings in, they could have a phone contact for issues like this.
  • ybenner Level 1 (0 points)
    It took them a week to reset my account via email. HOWEVER, once the refunded my money two days later, they disabled my account again. It's still disabled because they are "looking into" enabling it again. Very frustrating. I can't update the apps on my phone because of this hassle.
  • StoneyPA Level 1 (0 points)
    This is utterly ridiculous how we're being blatantly victimized by an internal and/or external thief PLUS being looked down upon and having everything dragged out by this company. I work as a pharmacist in a retail setting and would be fired ASAP for such terrible and demeaning service. In any case, this is my first experience with Apple's support, so to at least put a positive spin on something, they have nowhere to go but up?
  • Meg St._Clair Level 9 (50,894 points)
    trailbossc wrote:
    Well here we are. 15 pages deep of people being hacked and not a single response or post by an Apple employee, even though some of the techs claim to be aware of this thread in their responses to restore your account. Do they care?

    This forum is for user-to-user technical support. It's not Apple Customer Support. That's clearly stated in the TOU to which you agreed when you registered. Apple will not respond here. You need to use the Contact Us link that you'll find at the bottom right corner of every page.

    Best of luck.
  • beezneez Level 1 (0 points)
    This happened to me today. I reported the incident to support and received an email saying that my account has been credited but also disabled. In order to enable it, I have to respond to the email with the following:

    1) The billing address listed on the account, and

    2) One of the following:

    - the last four digits of the payment card used for your iTunes Store account
    - the order number of your most recent purchase
    - the name of any item you've purchased using this account

    Is this really the protocol for these incidents? I have yet to respond to the email because I find it silly to ask for information readily available to anyone with current access to your account. None of this information is hidden. Please tell me I'm just being paranoid...
  • Carl Johnson Level 1 (80 points)
    In that case, they're doing what we want them to do -- verifying that you're the owner of the account. They have that information, and want to be sure that you do, too, to prove you own the account. If they did this in every instance, this problem wouldn't have occurred.
  • StoneyPA Level 1 (0 points)
    I received the same e-mail protocol to re-enable my account, but it's been 3 days now and not a single word back yet. My credit card info is no longer on there, so feel slightly better in that regard...
  • ybenner Level 1 (0 points)

    I've had to verify that information TWICE. The second time was silly because the info was already in the body of the email from the first time they asked me this. Then I get this email
    +My name is X and I am a senior advisor for the iTunes Store team. I am currently working toward a resolution for the issue you have reported. I recognize that this has been a particularly frustrating experience. You will receive an email after the matter has been investigated and further information is available. I will endeavor to ensure it is resolved as swiftly as I can.+

    +Thank you for your patience. Apple wants your iTunes experience to be as enjoyable as possible.+


    + iTunes Store Senior Advisor+

    I don't know why this is taking so long.

    Message was edited by: ybenner
  • beezneez Level 1 (0 points)
    That's kind of what I was trying to get at...I don't know how this hacker he/she able to use our accounts to dl without actually being on our accounts? or does he/she have to actually be signed into our accounts? If it's the first, okay, I get why they would ask for that info. But if it's the I said, that information is right there in the account info and purchase history, so it didn't seem too wild to think a hacker would jot down that info and use it to claim my account as their own.

    Anyway, I did receive an email about my account being enabled again. It was faster than I expected after reading through a few posts. >_< In this case, I think bad luck was on my side because the two computers authorized for my account haven't been working and this one didn't have itunes on it until yesterday, a few hours after the purchases were made.
  • bluemc Level 1 (0 points)

    April 19 and the same thing happened to me. 20.97 from a gift card, cc info cleared, city and state changed to Towson, MD. This is 5 months from the first post and it is still going on. The seller's name the purchases were made from is Hongbin Suo. It happened right after I downloaded Angry Birds Rio HD, the free app. Don't know if there's a connection but that was the first time I used the account in several months, then ZAP. Coincident? I have deleted the app, changed passwords, etc.


    I called Apple Care and the rep was extremely helpful with good info. And he spoke English!

  • thebytedoc Level 1 (0 points)

    For the record, I had the exact same thing happen. I submitted a email to Apple, while the Techs (Kelly Ann & Julian) were very professional and for the most part helpful (I was reimbursed (while being advised this is a ONE
    TIME DEAL!), it took exactly a week before I had my account re-enabled. I was assured that the only way for this to happen is that I allowed someone else access to my account. I DO NOT do that, to even my wife, she and both my kids have their own accounts (no issues there!). It does seem the common denominator is the gift card thing, they used $49.99 of my gifted balance (I had about $3 left after the purchase of the chips). I noticed the purchase the next day (with the email notification of the purcahse).  I have almost 200 apps I have purchased for my iPhone, Ipod Touch and iPad (iPad2 enroute). I provide this for documenation of the problem. Hope Apple finds the leak and plugs it soon!!

      Has anyone had subsequent problems after resolution through Apple?


  • bluemc Level 1 (0 points)

    The rep I talked to was very helpful and suggested something worth telling everyone. There has been a second computer authorized on my account, which of course I didn't do.  He said I can't deauthorize and account until there are five computers on the account. I'm going to add another laptop, and two computers at work. With a total of five authorized on the account, I can then deauthorize the ones I want to, including the one (in China) or where ever the hacker is from. Good tip!

  • christieVA Level 1 (0 points)

    Here's what I've experienced ... 14 transactions on my credit card over the last two days totaling $164.32 so far.  Still have a credit balance from a gift card so that hasn't been touched ... no receipts or history of any recent downloads in my transaction history ... still only one computer authorized.  Have subsequently deleted my CC info from my iTunes account, changed the PW, contacted the bank to dispute the charges, contacted iTunes (no response in 48 hours). 


    Does this indicate someone has put my CC info on someone else's iTunes account?  Any advice on what I should do next?



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