Monday, July 5, 2010

iTunes responds

Hello Stephanie,


My name is John, and I am an advisor with the iTunes Store Support team. I would first like to apologize for the delay in responding to your inquiry. 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 is greatly appreciated. Please note I will be escalating your request, so if you have any other questions or concerns, you can reply to this email and it will come straight to me.


I understand that you have found several unauthorized charges on your account and you have not been able to sign in. I can certainly imagine how eager you are to get this resolved and I would be more than happy to assist you with this today.


It appears that your account information was modified without your authorization. This can happen for a number of reasons, most commonly due to "phishing" emails, sharing passwords, or using the same password for multiple online accounts. I have restored your account information and your Apple ID is "blahblahblah". You will need to visit to reset your password so you can sign in.


Please review the following article for help in identifying legitimate emails from the iTunes Store.


Identifying legitimate emails from the iTunes Store


For the time being we have disabled the account to prevent any further unauthorized purchased. To reactivate the account we will need you to reply back with the following infomration:


-Billing address on the account


As well as one of the following


-last four digits on the credit card on the account -a order number for purchase made on the account -the title of an item purchased on the account


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.


I have disallowed it from being used on the iTunes Store. If you wish to place orders using a different payment method, you can add one to your account by following these instructions:


1) Open iTunes and sign in to the iTunes Store.

2) Select "View My Account" from the Store menu.

3) Enter your password and click the View Account button.

4) Click the Edit Payment Information button.

5) Select the card type and enter the card number, security code, and expiration date.

6) Click the Done button at the bottom of the page.


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 an iTunes Store customer. If you have further questions regarding this issue, please don't hesitate to reply. Have a great day.


Best wishes,



iTunes Store Customer Support

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