I recently awoke to 100 dollars worth of iTunes store files charged to my account which I did not buy.
1) You can’t talk directly to the iTunes store.
2) They will not reverse any charges
3) They are no help at all
4) I was hacked and they told me to file a complaint with the FTC
5) They only respond in form emails
6) So, I wrote the following letter to them
Robert,
I ask you again: please explain how this could have happened to my account?
While I appreciate your company putting the entire onus of the problem on my bank, it’s not out of the realm of possibility that Apple has had some part in this fraud, theft, or bug.
I realize that you’re not going to credit my account. Awesome. Expected nothing less. We can deal with that later. But, please — explain to me how I woke up to my itunes downloading a version of High School Musical 3 on my primary PC. I have no children, I have never purchased a full-length movie, and I didn’t download High School Musical 3.
Please do not respond with a suggestion to file a complaint with the FTC. That will hurt my feelings and make me throw my iPhone into the Pacific Ocean.
With no thanks to Apple’s Customer Service (not you personally, of course), I figured out to call my bank, cancel the card and changed my password after searching for other users with similar problems. Since I couldn’t talk to anyone over the phone, I had to figure this all out by myself.
Apparently, I now have to figure out how someone hacked into my itunes store account by myself also, since the info below seemed a one-and-done response to the issue.
The response below, Robert, is unacceptable. The matter is not closed. Please try and help me understand why I should continue to be an Apple, iTunes, iPhone and App Store user after today BEFORE you ask me to fill out your feedback survey.
As of this writing, I have cancelled the card attached to my iTunes store account, alerted my bank (of which I can’t report fraud yet, because the charges haven’t posted), changed my password for the iTunes store and chose NONE under the account info (as you suggested below). What next?
What is your company going to do to deal with my concerns on my account security?
Again, this anger is not directed at you, Robert — just your employer’s policies, procedures, and asinine customer service.
Help me, for the love of everything holy — don’t just tell me to cancel my card and take it up with the FTC.
Best Regards,
Craig
