Previous 1 2 3 Next 34 Replies Latest reply: Dec 29, 2011 7:58 PM by sonnedesigns Branched to a new discussion.
wkwong Level 1 Level 1 (0 points)
Over Thanksgiving, someone hacked my account and was able to get unauthorized access and make a purchase of $50.00 from my account without my permission.

Since then my account was disabled by Apple. Every time I try and make a purchase from the App Store on my iPhone 4, I get the error message "You cannot buy because your account is disabled". I contacted iTunes support over a week ago through Express Lane, which appears to be the only way to contact them, and still have yet to receive a reply back about reactivating my account.

Is there any number to call, and is there any thing I can do besides wait for a response through Express Lane? They make the claim that they respond to all questions within 24 hours, but this is over a week ago and I am getting frustrated that I cannot make purchases, download free apps, or update my existing apps.

Windows 7
  • roaminggnome Level 10 Level 10 (94,085 points)
    I would contact them again.

    There is no phone number.

    is how you reach them.

    Sorry about your issues. I hope they are resolved soon.
  • wkwong Level 1 Level 1 (0 points)
    This has been really frustrating. I contacted iTunes support again two days ago, and still have not received a response. It has been 2 weeks now since this happened. It would be nice if they could tell me why it's taking them so long to find a solution, instead of leaving me hanging in limbo.
  • DH♫ Level 1 Level 1 (5 points)
    My account is also Disabled and I went to the site but there is nothing on there discribing how I can get my account back to normal.
  • wkwong Level 1 Level 1 (0 points)
    I contacted them, but they have not gotten back to me about my question
  • steveINfairfax Level 1 Level 1 (0 points)
    You can add me to the (growing) list of users who have had their Apple iTunes account disabled. Like the others on this thread, I checked my account information and made sure that there were no unauthorized purchases on my account (there were not). I changed my password. I agree with a previous user that Apple can be slow in responding, especially if there is a larger problem they don't care to share. I have also sent an e-mail through Express Lane to Apple and am waiting for a response. At least no unauthorized person can use my account (which is probably what someone tried to do), but in the meantime, I cannot purchase anything in the iTunes store or, more importantly, update my apps on the account. Other than being patient, how can I get Apple to be more forthcoming in providing information and responding to this problem?

    Message was edited by: steveINfairfax
  • LuckySOB Level 1 Level 1 (0 points)
    I'm having the same problem. After reporting someone hacked my account and deleting my credit card from my account, I now have a disabled account and cannot update my apps or access my "disabled account". I can't seem to find an email address to even inquire about this. Why does apple make it so hard to contact them? Anyone acutally have this problem and resolve it?
  • steveINfairfax Level 1 Level 1 (0 points)
    My purchasing account/ID has now been disabled for a week.
    My case has been "elevated" to a "supervisor."
    Basically, I get form-letter responses from Apple Customer Service.
    In the meantime, I cannot update my apps and fully use the purchases I have made from Apple (not to mention making new purchases).
    My best guess (you have to guess with Apple when they're being SO secretive) is that there is a bigger hacking problem going on with accounts than they want to publicize. I ran into the same problem last March when my iTunes account was hacked.
    I wish Apple would be more forthcoming and responsive. They do not permit phone or chat contact with billing-type problems and iTunes Store issues. This is a HUGE customer service inconvenience for customers. It's a shame because AppleCare and the Genius Bar are SO helpful and immediately responsive.
    Please, Apple: FREE my account!!

    Message was edited by: steveINfairfax
  • cryptographrix Level 1 Level 1 (0 points)
    Add me to the growing list as well.

    Someone hacked my iTunes (AND Western Union) account(s) over the past week, charged $50USD "gift card for ptogr" which made it all the way to charging to my bank account AND Apple disabled my account.

    Apple account support has only responded with one form letter four days after I wrote them:
    Dear Michael,

    I understand that your account is disabled and you would like it enabled. I know you must be eager to resolve this issue and it will be my pleasure to look into this matter further on your behalf.

    Finding a solution for you is important to me, so I have requested assistance with the issue you reported. You will receive an email after the matter has been investigated and further information is available.

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


    iTunes Store Customer Support

    Please Note: I work for the week of 12/11/2010 to 12/18/2010
    Sat 8-430
    Mon,Tue,Thu 830-5
    Fri,Sat 8-430
    These times are CST

    Thank you for allowing me the opportunity to assist you. You may receive an AppleCare survey email; any feedback you provide would be greatly appreciated.

    So I went to the Apple Soho(NYC) store today. Was told by the people working there that account support is a different company altogether, that they don't have a phone number, and that was all they could do for me.

    No word on potentially refunding the money, nothing on the remotest possibility of enabling the account again, they're seemingly not responding to any followup email...wish I would've known that Apple themselves doesn't support their accounts when I bought content from them.
  • steveINfairfax Level 1 Level 1 (0 points)
    I pretty much had the same experience last March. I had about $600 of charges on my card and had to cancel the card, provide Apple with new card information (this is all by e-mail over a couple of weeks, mind you), and eventually got my account reenabled.
    No illegal charges this time, so I don't know why they disabled the account. Like I wrote, my guess is that there is more going on here than meets the eye, and Apple can be secretive, as you know.
    I'm just waiting to hear back from them in their own good time that my account is reenabled. Until they do, my updating apps and additional purchases are on hold.
    They can't help you at an Apple store; told me the same thing.
    You can't talk to anyone by phone.
    There is not chat option.
    It's all e-mail at their speed.
    Frustrating, I know.
    What can you do but wait?
    Go back to Microsoft?!
    I don't think so.

    Message was edited by: steveINfairfax
  • cryptographrix Level 1 Level 1 (0 points)
    Well, I do work at Limewire, now that you mention it

    But seriously, every content provider (Music, Movies, Microcode) has the same crappy problems - where so many other industries have standardized account support and created best practices for identity verification, content providers have contracts that prevent them from anything but an incredibly ridiculous investigation into both the account holder and the account history.

    Microsoft, sadly, doesn't compete in the content provider space, and it's out of context to consider using a different OS or hardware configuration because of the support of content providers...

    ...which is why most people still pirate their Music, Movies, and Microcode...

    The record industry really needs to loosen the reigns a little if they ever expect my generation to not conflict with them.

    I'll be waiting until my account gets reenabled, create another one or whatever...

    It's not like there's competition for them to worry about.
  • wkwong Level 1 Level 1 (0 points)
    crypto, my situation is exactly the same as yours. $50 unauthorized gift card purchase to someone I don't know, my checking account was charged, and apple disabled my account.

    This is getting ridiculous for me... it's been 16 days and NO response from iTunes customer service whatsoever. With the holidays coming up, I have a feeling I will be waiting an extended time for a solution.
  • hlowry Level 1 Level 1 (0 points)
    I have the same 'account disabled' problem all of you have. I don't understand Apple's lack of attention paid to this problem. As far as I know no one has charged anything to my account that wasn't paid for but they had me enter another card number anyway. That worked for about a my account is disabled again. With at least a grand in the account that is billed I really don't understand whats going on. PLEEAAAAASSSSSE... someone give me an option for something other then iTunes. Its becoming to much of a hassle
  • cryptographrix Level 1 Level 1 (0 points)
    Get a human, very loud in the background and hard to understand, but there are humans: 1-800-275-2273
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