So today, I got an email from Apple. It wasn't one of those Apple spams about specials in iTunes stores. it was one of those that makes you say, oh, oh. Here is the email.
Dear Duke Carico,
Your Apple ID, XXXX@XXXX.XXX, was just used to purchase Star Walk for iPad - interactive astronomy guide from the App Store on a computer or device that had not previously been associated with that Apple ID.
If you made this purchase, you can disregard this email. It was only sent to alert you in case you did not make the purchase yourself.
If you did not make this purchase, we recommend that you go to iforgot.apple.com to change your password, then see Apple ID: Tips for protecting the security of your account for further assistance.
Regards,
Apple
So I headed to iTunes and sure enough, the $32.00 I had in my account was down to $.90. I quickly changed my password using the link above, and then set out on a quest to ask Apple what we needed to do to fix the situation. I headed to support and filled out a form, and about two hours later, I got this one back.
Hello Duke, Myriah here from the iTunes Store. Before I begin addressing your email, I would first like to apologize for the delay in responding to your inquiry, as this is certainly not the customary wait time for a reply from iTunes Store Customer Support. We have been experiencing higher than expected volumes, and your patience up to this point is very much appreciated. If you require any further assistance after reading this email, please respond and let me know. Your response will go straight to the top of my inbox and will be given top priority! Moving forward, I'm sorry to hear that your iTunes Store Account was compromised and used to purchase content with your store credit. I know how alarming it is when you become aware of unexpected charges to your account, but I want you to know that I'll do all I can to provide you the information and the resources you'll need to have this best and most efficiently resolved. With the security and integrity of your information in mind, and to prevent further purchases, I have disabled your account. Please note that you can enable your iTunes Store account in the future by providing specific information to iTunes Store support, as described at the end of this email. With regards to financial reimbursement for these unauthorized charges, I am happy to advise that I have issued a refund for the items that were purchased without your permission. A refund of $32.95 will be made to the store credit on your account "duke@dukecarico.com" within 3-5 business days. You may need to sign out of the iTunes Store and then sign back in before you see the credit in your account. Please note that this is a one-time exception to our sales policy. While you wait for the refund to post to your account, I strongly recommend you change your account password immediately. Changing the password will help to prevent anyone else from using your iTunes Store account to place orders without your knowledge. To increase the security of your account, I highly recommend that you follow the suggestions outlined in the following article: iTunes Store: Best practices for protecting the security of your account http://support.apple.com/kb/HT4156 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. Additionally, when you are ready to have your account re-enabled, please reply to this email with the following information: 1) The billing address listed on the account, and 2) One of the following: - the order number of your most recent purchase - the name of any item you've purchased using this account I will use the information you provide to investigate the possibility of enabling your account. Thank you for your patience and understanding in this matter, Duke. Your experience is very important to us and we truly appreciate your continued devotion to the iTunes Store. Sincerely, Myriah iTunes Store Customer Support Please Note: I work Mon, Wed-Fri: 12:30 PM-9:00 PM (EST) Tues, Off. 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. First Name : Duke Last Name : Carico Email : XXXX@XXXXXXX.XXX Lang_Country : en_US Product : iTunes Store Support Subject : Other iTunes Store Topics Sub Issue : My password was hacked and purchases made without my authoraizaton GCRM Case ID : 247768008 See additional info below What device did you use to connect to the store? Other What version of iTunes is installed on your computer? iTunes 10.2 Choose the iTunes Store or App Store for your country: United States Item title: someone stole my password id, and downloaded to their device. $30.00 worth Order number: You got me! Details: All purchases made today were purchases that I didn't authorize. (9/24/11) I believe I had $32.00 in my account. I now have less than $1.00. I have changed my password, but I expect this to be straightened out soon. Let me know what I need to do. I have Four apps showing in iTunes. I have not installed to any idevice. I'll be more than happy to delete them, but I am waiting on your instructions.
I replied to the email letting Apple know that I was certain this was specific to iTunes because I didn't use the password anywhere else, and would they please go ahead and re-activate my account. In no time, I got this back from Apple:
Dear Duke, Thanks for contacting iTunes Store support to let me know you need some help. I understand that you would like your account enabled. I can imagine you must be eager to get this sorted out. Myriah isn't in at the moment, so I'll be helping you today. My name is Kathleen and I'm glad to be of service. Thank you for submitting the requested information. I have verified your account information and reenabled your iTunes account. Please change your account password and security question immediately. Changing the password and security question will help to prevent anyone else from using your iTunes Store account to place orders without your knowledge. You can change your password using this website: https://appleid.apple.com To update your security question, click "Return to My Apple ID" after resetting your password. Then click Manage Your Account, sign in, and choose the "ID and Password" tab. Be sure to enter a security question to which only you would know the answer. To create a strong password and increase your account's security, I highly recommend that you follow the suggestions outlined in the following article: iTunes Store: Best practices for protecting the security of your account http://support.apple.com/kb/HT4156 Duke, if I can provide additional help in finding the right Apple resource for you, or if you need assistance with your iTunes Store account, please reply to this message. I will be happy to help. Thank you for being an iTunes Store customer and have a great day! Sincerely, Kathleen iTunes Store Support / Mac App Store Support http://www.apple.com/support/itunes/ww My schedule is Sunday 8:00 am to 4:00 pm (EST), Tuesday - Friday 4:00 pm - 9:00 pm (EST) and Saturday 12:30 pm - 9:00 pm (EST) 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.
Now, I don't have my money back in my account yet, but I'm very impressed with Apple getting right on this to address the issue! Apple takes it's support very serious! Google are you listening? Thanks Apple!
Buds who Blog