Shady iTunes purchases?

  • kuroshiro

    Posts: 786

    Jan 10, 2012 4:05 PM GMT
    Has anyone run into this? I was checking my bank account today when I noticed a bogus charge of $51.08 linked to iTunes... which was supposedly made on the 9th. I've never purchased anything that expensive through iTunes before. Plus, nothing shows up on my purchase history about it.

    I've removed my bank card from my account with them just to see and have since attempted to contact them about it. Needless to say I'm sorely disappointed that they don't have any sort of phone support this and you have to resort to snail mail (e-mail) contact about it.
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    Jan 10, 2012 5:34 PM GMT
    Apple Store Customer Service Number 1-800-676-2775
  • kuroshiro

    Posts: 786

    Jan 10, 2012 5:49 PM GMT
    I called 1-800-MY-APPLE and they said they don't deal with iTunes issues over the phone and I had to email support (which I did). Lame.
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    Jan 10, 2012 6:28 PM GMT
    NY state has very good consumer protection laws, and probably the very best state agencies. Since your case involves banking and online ID theft, you can probably get one of them to contact Apple on your behalf and compel them to deal with you by phone.

    Start with this agency: http://www.dos.ny.gov/consumerprotection/

    Then do some searching for someone with "consumer protection" within the Governor's office and contact them as well. Search also withing the state banking regulator's agency.

    Good luck!
  • kuroshiro

    Posts: 786

    Jan 10, 2012 6:41 PM GMT
    Well, my credit union told me that there is a form I can fill out regarding this and it may take a couple months but I can get my money back if all goes well. But, I'll just wait to hear back from Apple and see first.
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    Jan 11, 2012 12:13 AM GMT
    kuroshiro saidI called 1-800-MY-APPLE and they said they don't deal with iTunes issues over the phone and I had to email support (which I did). Lame.


    Yeah, that is pretty lame there isn't a phone number. Did you purchase a number of apps that totaled to that amount? I know when I buy multiple apps within a certain time period, I get billed once for all the items I bought....as opposed to being charged several times. I'm guessing you didn't receive an e-mail receipt for this??
  • grnranger99

    Posts: 225

    Jan 11, 2012 12:41 AM GMT
    Same thing happened to me, I did get it straighten out but it was like pulling teeth. I also lost more than a dozen songs from my library. Which they said they would replace but I have to send them the purchase numbers (Which is difficult since most of these songs were purchased years ago, you'd think they'd have records of that?) So, I switched to "double twist" for a music player. My bad experiences with I pods and I tunes is the reason why I would never purchase an apple product again. Their customer service is terrible...(sorry, my opinion)
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    Jan 11, 2012 12:52 AM GMT
    I'e actually had quite good experience with iTunes customer support. I gifted a song to a friend, but since they were in another country, the song gift was not applicable to their localized iTunes store.

    Anyway, without hesitation, Apple refunded the money, AND gave me 3 song credits for my inconvenience.

    Coolness.
  • kuroshiro

    Posts: 786

    Jan 11, 2012 3:27 AM GMT
    SoloXCRacer said
    kuroshiro saidI called 1-800-MY-APPLE and they said they don't deal with iTunes issues over the phone and I had to email support (which I did). Lame.


    Yeah, that is pretty lame there isn't a phone number. Did you purchase a number of apps that totaled to that amount? I know when I buy multiple apps within a certain time period, I get billed once for all the items I bought....as opposed to being charged several times. I'm guessing you didn't receive an e-mail receipt for this??


    No, I even tried adding up my last transactions from September to December and it didn't even come close. This "mystery purchase" happened on Monday the 9th at like 1 in the morning... and I would have been at work then. It's bizarre. I've received no email as of yet and my purchases in iTunes itself don't reflect anything.
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    Jan 11, 2012 3:33 AM GMT
    Apple sometimes will wait until you hit a certain dollar point before billing. I have had no problem with Apple and found them to be extremely helpful.
  • MCIC

    Posts: 211

    Jan 11, 2012 3:34 AM GMT
    Do you know what country the iTunes charges are from? I work at a credit union and today we had a lot of customers call with odd iTunes charges from China and Germany. If thats where they're from, report your card ASAP and have it shut off and reissued. Depending on your card company/bank you may need to file disputes as well.
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    Jan 11, 2012 3:36 AM GMT
    Even if your personal and credit card information is stored in iTunes, you have to confirm intended purchases (at least for that buying session) with your iTunes account password. If you didn't make the purchases, someone knows your iTunes password or you're account has been hacked. If either of these cases is true, why wouldn't they have spent more money? Are you sure there's no way (like activating iCloud and buying two albums) you spent the money without being 'aware' of it?
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    Jan 11, 2012 3:54 AM GMT
    Don't link your credit card or bank account to your itunes account. Buy itunes cards instead.
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    Jan 11, 2012 4:06 AM GMT
    kuroshiro saidI called 1-800-MY-APPLE and they said they don't deal with iTunes issues over the phone and I had to email support (which I did). Lame.


    One of the reasons I hate dealing with apple. At one point I had to disable 3 devices in the family to try and figure out which kid got their account linked to the checking account. Total pain in the ass!!!! icon_evil.gif
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    Jan 11, 2012 4:38 AM GMT
    YES!!!! Itunes is not very user friendly when in comes to dealing with customers. Every now and then I see a mysterious purchase for .99 cents and have to deal with them. Pain in the ass.....icon_evil.gif
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    Jan 11, 2012 4:39 AM GMT
    I haven't had that happened but now I'm worried. I'll have to check my bank account more often for bullshit like this.
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    Jan 11, 2012 4:52 AM GMT
    Strange. I had someone use my iTunes account to "gift" two apps in Chinese and two lame movies. This was charged through Paypal to my checking account.

    I did file a claim through Email with Apple and they did take care of it.

    $19.20.

    Nowaday's I load my Itunes account with prepaid cards only. They can't touch my checking account directly. Speaking of, I need to go to Target before they close as I've caught up on Fringe season 4...
  • kuroshiro

    Posts: 786

    Jan 15, 2012 3:38 AM GMT
    Well, I see this is going to be a rather interesting adventure. Here's the e-mail I received back from Apple (after contacting them a second time):

    iTunes SupportWelcome to iTunes Store customer support. My name is Girish. I am glad to help you.

    I understand that unauthorized purchases have made on your account. I am sure you are anxious at this time and I will do whatever I can to help you right away.

    I urge you to contact your card issuer as soon as possible to inquire about canceling the card or account and removing the unauthorized transactions. You should also ask them to launch an investigation into the security of your account. Under the circumstances the iTunes Store cannot reverse the charges for those purchases without chargeback orders from your card issuer.

    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.

    Thank you for being a valued iTunes Store customer. For further queries, feel free to contact us and we will be happy to help you.

    Have a nice day!

    Sincerely,

    Girish
    iTunes Store/ Mac App Store Customer support.

    Please Note: I work Sunday to Wednesday, 630 AM to 3 30PM CST.


    I guess you don't work Sunday through Wednesday, Girish. Today is Saturday. :/

    Now, silly me, I replied to the e-mail. I should probably just open up another case log on the matter. But, I'm having trouble believing that someone stole my shit and that this could just be a mischarge on their part:

    My ReplyHi Girish,

    Thank you for your speedy reply.

    I spoke directly with my credit union about this matter and was told to contact you folks first since the card is tied to my bank account. However, there is a form I can fill out with them (I believe it is a Consumer Protection form or something) but the process is quite lengthy. However, in order to hopefully expedite the process, is there anything that you can provide me from your end to include in the paperwork, such as reference numbers or should I just use the case number provided here?

    And just to clarify, is there a way to determine where this purchase charge was made from or what was purchased with it just so that I may verify that my card does in fact need to be closed? Not that I want to chance another purchase appearing or anything I just find it baffling that it's an isolated incident. The reason why I ask is because it's quite a bit of information to get a hold of for one purchase. The card is tied to my account and my account is only authorized on 4 computers. All of which should have been the same unit (given four reformats). Plus the security code, billing address and name on the card is needed a well. That's why I was wondering if the trace number helped or not.

    Thank you for your time!


    I'd like to think I'd at least be privy to know what was purchased. They have to have some sort of ability to determine who purchased this with my card and through where. Though if I do destroy the card like he tells me to, it's kinda hard to get a chargeback if there's no card in the first place... I sure as heck don't want a credit on iTunes... :/
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    Jan 15, 2012 4:54 PM GMT
    Consider getting a credit card from a more robust bank. My United Mileage Plus card is issued by Chase Bank USA, and their fraud detection is superb. Last year, there were fraudulent charges for iTunes and match.com, and they didn't even let them through. They FedEx'd me a new card overnight.
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    Jan 15, 2012 11:20 PM GMT
    I have to agree with Paradox, I've had a few problems with accounts being stolen and not only has my bank immediately stopped payments, it's contacted me about it, sent me new cards, provided advice on security measures to take and so on.

    and they've done this at no cost to me and I haven't had one grumpy/rude/anything but nice people on the phone.
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    Jan 15, 2012 11:23 PM GMT
    Why don't you use the itunes-prepaid cards? They are a lot safer and that way you don't have to give them you credit card number.