Previous 1 18 19 20 21 22 Next 1,956 Replies Latest reply: Jul 6, 2014 5:54 AM by userremoved Go to original post Branched to a new discussion.
  • Brad Schurman Level 1 Level 1 (135 points)

    Hi Ageless Nana:

     

    Great response...and I bet they totally ignored it didnt they?

     

    My responses to Chandra, Injit and a host of many other overseas 'customer support persons' was dealt with worse than someone with English as a Second Language; it was dealt with in the same cold, robot disinterest everyone else got AND with the impression they felt happily safe being 'over there' where anger cannot touch them.

     

    Apple doesnt seem to give a rip, and they dont think twice about accusing every one of us for 'being the problem to our own problem', as you pointed out. Hugely offensive on Apple's part to allow this pathetic kind of scripted customer service response to be used. It is also of note to point out the shallow training they are giving their people now... also noted when I went into the Apple store and found I knew a great deal more things than the 'Geniuses' should have known but didnt (I was an Apple Product Professional before the stores came to our country; Ive watched the decline in quality of trained personnel).

     

    I got the 'this is a one time only refund' yadda yadda thing too... which I waited until AFTER the refund was assuredly back on my Mastercard for me to say 'fine, this is my one time only trusting in Apple to keep my data safe then, and never again. Good luck with customer appreciation because you just lost mine'.

     

    I thought using the Apple-Only gift card approach (small denomination) would be the solution, because there is no possible way for that to be used outside of the iTunes Store personal account. Wrong. Clearly Apple accuses those hacked gift card users as being a problem too, given the hundreds of retellings Ive read here.

     

    I have asked Mastercard to give serious consideration about continuing to let its client base be so repeatedly and severely accused by Apple of fraud (I am quoting injit verbatim for what supposed occurred right from my personal computer... he as an Apple rep. threw the word 'fraud' back at me from the very start, being I am the only one living here and the only one to access my computer that he assures me is the purchase source location).

     

    That is tantamount to calling me the fraudster when Apple has clearly eliminated every other possibility.

     

    Mastercard's response was that there appears to be no apparent compromise of the card and nothing being noted as untoward, so it must be an isolated Apple account issue where the data can only be abused within the confines of their system, NOT used outside the system to purchase non-Apple related items. We will see in time.

     

    This was a relief to hear from Mastercard. It also put double the amount of bitterness towards Apple.

     

    Given the payment option check box of 'none' in the personal account information window (which I am now using), I am thinking the only other possible way to make use of this 'service' is to activate it briefly, each and every time, to make a purchase followed immediately by logging in right afterwards to clear away any credit/debit card data?

     

    Apple has given the world absolutely no 'solutions' to the matter; maybe that is one way to keep buying the music or apps one wishes. After being so thoroughly burned, Im not wanting to be the first one to try this 'on then off' data input approach, however.

  • MomawNadon78 Level 1 Level 1 (0 points)

    Ah, nothing like beating your head against the wall. Here is my latest reply from my lovely support contact:

     

     

    I apologize for any inconvenience this may have caused you. However, you can reset the password in the iforgot link either by answering to the security questions or by sending the password to your email ID.

     

    Please make sure that you are not using the same passwords which was used before in your iTunes Store account.

     

    Yea. Wonderful. Here's my reply, let me see if I can get anything answered from it.

     

    Where have I been unclear that both my password and security question have been changed? I have stated it repeatedly that I have changed them. I don't know how much more clear I can be. The security issue that is at question here is how the account was breached to begin with, as neither my password nor question were compromised from my end, the 4 computers that I had authorized were not compromised, and I have never shared that info with anyone. I have not had any response coming from you regarding that issue.

     

    If I am only going to receive this kind of so called help from you, I feel I need to be in contact with someone who is more knowledgeable about security issues instead of someone who only tells me that I need to change my password over and over again, as I am clearly in contact with someone who does not know what they are doing.

     

  • Chris CA Level 9 Level 9 (77,670 points)

    Customer support is simply that. They (likely) don't know why or how your account was compromised.

    If you purchased a product from Sears or Walmart, would you take it back and demand the person selling it to you tell you WHY the widget failed?

  • MomawNadon78 Level 1 Level 1 (0 points)

    My latest rsponse from support is as follows:

     

    I have checked your account and found that the password was not reseted properly, howeever, I have reset your iTunes Store account password for you.

     

    Your account name: blahblahblah

    Your new password: blahblahblah

     

    NOTE: Please copy and paste the above account ID and password in order to avoid any errors.

     

    To increase the security of your account, please choose a password that nobody else knows and that you don't currently use for any other online account. The password should have both letters and numbers and be at least eight characters in length.

     

    You can change your Apple ID and password at the My Apple ID site:

     

     

    This has grown beyond ridiculous. I'm pretty much done with Apple, iTunes, and my iPhone. Time to switch to Verizon and get a Droid.

  • Chris CA Level 9 Level 9 (77,670 points)

    Excellent news! Hope it works well for you!

  • StoneyPA Level 1 Level 1 (0 points)

    It's true that most customer support is basically useless, but MomawNadon had provided detailed information about the issue.  The rep should have passed it on to a department that could help in that situation and not keep spitting back garbage.  If I bought something from Walmart or Sears and had my account breached due to their inept security, I'd sure as heck demand an answer as to why.  It's not that their product itself failed, just their security.

     

    These boards are meant to ask questions and voice concerns, not to display fanboyism.

     

    Good luck MomawNadon!

  • Chris CA Level 9 Level 9 (77,670 points)

    No idea what "fanboyism" means and don't really care.

  • edwinz Level 1 Level 1 (0 points)

    I may be impatient here, but it has been 1 day since reporting to Apple about this fraudulent purchase. How long did it take for you guys to get a response? I'm just very upset about this since it was a gift card from friends and it was nearly drained by these hackers I just want my credit back ....

  • thebytedoc Level 1 Level 1 (0 points)

    Chris CA wrote:

     

    Customer support is simply that. They (likely) don't know why or how your account was compromised.

    If you purchased a product from Sears or Walmart, would you take it back and demand the person selling it to you tell you WHY the widget failed?


    Chris, You seem to be a bright sort, and obviously doing this for a long time (level 9). However, I would submit that that Apple is providing not only a product (iPhone, iPad, etc). But also a service (iTunes, App Store, etc...). I for one absolutely love the products (3 iPhones, 4 iPod Touches, 1 iPad in our Family), it is the services that I find lacking. I believe Apple really needs to learn to take responsibilty where approriate. This security issues is so pervasive that it must be a breach of Apples Security. They need to Acknowledge the Problem to each customer that has an issue and it would seem to be be MUST more aggresive in solving the issue.

    Just as a another example of what I am concerned with - the famed 'Antenna Gate'. I believe right from the start Steve should have come on and said "We missed an issue with the antenna in the iPhone 4. We will make it right, in the mean time all folks that have purchased the iPhone 4 prior to this date we will provide you a cover to mitigate that issue. But instead, we got "its just the software signal indicator that is wrong" and then we were schooled on how to hold the phone so it did not antenuate the signal so much, and of course the "suggestion" to BUY one of there cases. That is not taking responsibility in my book.

      Just one guys perspective .  R/Doc

  • MomawNadon78 Level 1 Level 1 (0 points)

    For my troubles and requests for a supervisor or someone more knowledgeable about security issues, I receive an email this morning with another admontion to change my password and security question, even after doing it 3 times now and explaining that in each email, as well as receiving a placating 'here are 5 free song purchases' for your troubles - all from the same 'support' contact.

     

    This entire exchange is now just plain insulting. I hope no one else gets hit with this kind of attack, that Apple will actually acknowledge that there is a glaring hole in their security and fix the problem, but I don't see either of those happening. All I can say is good luck to the rest of you who have already dealt with this problem, and to the numerous people who are going to be finding this thread in the upcoming weeks.

  • billmd Level 1 Level 1 (0 points)

    I had the exact same problem today.  Hacked my account and stole $19.99 from my itunes account balance.  The "receipt" was from "帝國 Online, 23400銀幣禮包, Seller: GAMEISLIVE CORPORATION LIMITED". 

    I am amazed that this problem continues given the reports on this thread.  How was your situation resolved with Apple/itunes?  Thanks

  • billmd Level 1 Level 1 (0 points)

    Had the same issue.  Any response?

  • Brad Schurman Level 1 Level 1 (135 points)

    MomawNadon78; your experience with Apple's 'support' is EXACTLY like mine, which tells me they arent helpful, they are merely talking heads with a pretty sloppy Apple response script to follow.

    I also never got to go up the chain of command; in fact my multiple requests for a supervisor or dept. head was completely ignored.

     

    Responding to you and I with nothing but "you need to change your password again" is wholly illogical and irrelevant, and is obviously not 'supportive' or providing any solution at all. Like you, I had changed all the security functions and features multiple times, and like you and the rest of the people using the iTunes store this will do absolutely nothing to prevent a breach of this kind in the future. Ive always used massively complex and intricate passwords; Apple dares to accuse me of sloppy security tactics. My security questions and passwords were NOT the problem, nor was my location/computer... which was non-functional and offline for the days this occurred. This occurred INSIDE the net without my consent or knowledge INSIDE Apple's database and purchase control systems and had NOTHING to do with any actions taken on my end: Apples fault.

     

     

     

    Mastercard has told me my card does not appear to be compromised thus far, over a month after filing a complaint against Apple's practices with them. They are concluding it is someone who can get IN the Apple system and USE the credit/debit access on the inside... without actually having access to the pin or password. I didnt understand Mastercard completely but it sounds almost like whoever this group is has found a way of 'switching on' a purchase function and having the fee covertly applied against the accounts on iTunes store, without really having the actual PIN number and password being compromised. Basically the same way Apple can 'flip a switch' and reverse a purchase, download or access it sounds like.

     

    Meaning: if they actually knew my MC data they would have hastily max'd out the card by now OUTSIDE of the Apple Stores... (makes sense as Apple doesnt store the last 4 digits of a CC, so pretty impossible to 'guess' so accurately unless they can linger 'on the inside' with a cpu crunching through trying the 9999 possible combinations of those last digits to make this all work). They didnt pilfer those last digits from my locked down Mac, trust me. Nor did they fly over here and go through my garbage cans to reverse engineer the regularly burnt up CC statements or slips, nor do I believe they are sniffing everyone of our connections. Not even all of China is that good.

     

    Also meaning: atleast in my case it appears isolated to Apple's system, and as long as I have removed my card information and chosen "None" in the purchase info. section of my profile, I should continue to be ok.

     

    Which also means if Apple continues to openly blame users or their passwords, this problem will never be dealt with and there will continue to be fraud and theft taking place.

     

    Im amazed this problem continues right to this day. Give google a search for 'hacked iTunes' and see how many years this problem goes back. Apple archives threads of this topic pretty quickly, so searching in the forum wont reveal the best open, continuing threads about the matter. Im sure the fanboy will have something to say about all that, but hes disregarded in my books.

     

    It looks like Apple's response is always the same, just as the script response was read to you and me.

     

    Apple failed to protect me, and its 'response' of non-solution means I cannot trust them with the new credit card they insist I use in place of the one they fouled in the first place. I will not be chasing stolen money with good, to mangle a phrase.

     

    <Edited by Host>

  • thebytedoc Level 1 Level 1 (0 points)

    Brad Schurman wrote:

     

    thebytedoc: "Chris, You seem to be a bright sort, and obviously doing this for a long time (level 9)."

     

    ...


    Brad, you are correct, but this is my way of being gracious...even if it is not warranted. Try to not to throw too many stones, as at some point will come right back and him me. Additionally, if I want my message to be read, it is best not to shut down my intended audience in the first sentence.

  • michael from colorado Level 1 Level 1 (0 points)

    Chris CA wrote:

     

    Customer support is simply that. They (likely) don't know why or how your account was compromised.

    If you purchased a product from Sears or Walmart, would you take it back and demand the person selling it to you tell you WHY the widget failed?


    Apple is not a retailer like Sears or Walmart.  As a company, Apple goes to great lengths controlling hardware, OS, and software from end-to-end of the distribution channel.  The products involved in this problem are all sole-sourced from Apple (ITunes, IPad, IPhone, ITouch, ITunes Gift Cards).  Apple has a responsibility to both their customers and shareholders to get this resolved.  Telling customers to quit complaining, just means the issue has probably not gotten the attention of someone high enough up in the company to get a real resolution. 

     

    The people voicing their concerns here are trying to get the right person to notice before it becomes a bigger PR problem for Apple.

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