Apple ID disabled due to CC fraud and Apple won't help

Discussion in 'iPhone' started by gquiring, Apr 24, 2012.

  1. gquiring macrumors regular

    gquiring

    Joined:
    Oct 19, 2007
    Location:
    SC
    #1
    My credit card company called me a couple of days ago to confirm a bunch of charges on iTunes that I did not do. They canceled my card and are mailing me a new one. So I change my Apple ID password and entered a different credit card number. My iPhone won't update any apps, it constantly says my Apple ID is disabled. I followed all the steps on their site to no avail. I call Apple service and they tell me it's going to cost me $30 to fix this because my phone is not in warranty!

    It's not my fault Apple servers are accepting stolen credit cards. I read this all the time in the news about Apple having issues with security on their iTunes store. I had no other fraud charges accept iTunes. I tried explaining this to customer service and all they want is money to help me.
     
  2. TallGuy1970 macrumors 6502

    Joined:
    Jun 16, 2010
    #2
    I had this exact same thing. Go to the Apple website, click on Support and then on iTunes. Go to the bottom left column of the next page and click on Contact Support. Then click on iTunes Support via Express Lane. On the next page click, iTunes and then iTunes store. A new menu will appear, click Account management. A Continue button will appear, click it and then Account Security on the next page. Fill out the little form that appears and then the next page will give you an option to use email, chat or some other feature. I used live chat (only available certain hours) and just asked the rep to enable my account.
     
  3. gquiring thread starter macrumors regular

    gquiring

    Joined:
    Oct 19, 2007
    Location:
    SC
    #3
    I guess I have to wait until tomorrow, no live chat is available. I picked the email option for right now and asked them to enable my account.

    Thanks for the info.
     
  4. gquiring thread starter macrumors regular

    gquiring

    Joined:
    Oct 19, 2007
    Location:
    SC
    #4
    This was not easy. I get a response from my email ticket to review my purchases and they closed the ticket! My Apple ID was still disabled?? I called them on the phone again this time leaving my out of warranty iPhone out of the equation and just telling them my iTunes account is disabled and they don't support iTunes on the phone. Just fantastic....

    So I call back again, this time not so happy and pleasant. They opened the ticket with me and I got someone who resolved the problem.

    Apple needs better support for this issue. There is no reason this can't be resolved over the web. I entered a new credit card number and password and that should have resolved the issue.
     
  5. Slip Jigs macrumors 6502a

    Joined:
    Feb 18, 2008
    #5
    What strikes me as odd is what your phone has to do with your iTunes account. Are you using a jailbroken/unlocked phone? I don't know if Apple has a way of knowing this, but I wouldn't be surprised if they did. It could be that this is their way of not supporting devices or accounts used outside the scope of certain terms and conditions.

    I haven't checked lately, but if the iTunes store lost password function works the same way as it did when my account was hacked. If so, then that's a travesty and something needs to be done. There are, or were, two options for a lost password - one via email, and the other allows access just by entering the email address ( Appple ID) and birthday. My email was not a Mac or me account, so they were actually able to change the email address.

    I read that others where the same thing happened changed their birthdate to something else, as this was the only line of defense. Still not very secure though.
     
  6. gquiring thread starter macrumors regular

    gquiring

    Joined:
    Oct 19, 2007
    Location:
    SC
    #6
    When I called I started the conversation that my iPhone 4 (not jailbroken) was giving me a message that my Apple ID is disabled. The support person then asked for my iPhone serial #. She then told me my phone is not in warranty and I would have to pay $30 for a one time incident support case. I obviously balked over the $30 charge. She would not budge and I tried more steps to clear up the issue on my own to no avail. When I called back I avoided the iPhone 4 and just said my Apple ID is disabled and they still would not help.
     
  7. FSMBP macrumors 68020

    FSMBP

    Joined:
    Jan 22, 2009
    #7
    Sorry to hear this; it's so crummy of Apple to be of no help.

    It's why I never have a credit card on file on the App Store. Once a year, I'll by myself an iTunes giftcard for $15 or $25 and use that. I'd hate for a devious developer to wrongfully abuse In-App purchases (this happened when they first introduced In-App purchases) or worrying about my iTunes account being hacked. Worst comes to worse, I lose $25 (I don't have to worry about cancelling a credit-card and about erroneousness purchases against my credit-card).
     
  8. Slip Jigs macrumors 6502a

    Joined:
    Feb 18, 2008
    #8
    It sounds like things are in disarray since iCloud and the merging of accounts, AppleIDs and what not. The iTunes store is -or at least used to be - a completly separate entity than Apple Support which is more about hardware and software. Before, Apple Support would have just handed you off to iTunes store support. Now it seems that they either charge you to do just that, or they have access themselves to at least certain areas of the accounts.

    Keep an eye on that chat window. I think it just depends on call volume as to when it's available, and sometimes it will display a direct phone number. It comes and goes. Again, this may have changed also since the last time I had to deal with it.
     
  9. gquiring thread starter macrumors regular

    gquiring

    Joined:
    Oct 19, 2007
    Location:
    SC
    #9
    Now that I have been bit I agree it's time to get a gift card for a small amount and use that when I buy an app which is rare and usually cheap. $25 would go a long way for me. How does it work if you want to order a new iPad from their store then, will it give me the opportunity to enter a credit card without storing it?
     
  10. FSMBP macrumors 68020

    FSMBP

    Joined:
    Jan 22, 2009
    #10
    I do not recall but I've purchased stuff from their store & I believe their is an option to use a card and not store it.

    I'm not positive but I bought an iPad last year & I used my Apple ID to sign in. I entered by card info & it did not store it to my account.
     
  11. gquiring thread starter macrumors regular

    gquiring

    Joined:
    Oct 19, 2007
    Location:
    SC
    #11
    This is where I ended up. $611 bucks was charged to my CC from iTunes. I spoke to the Discover fraud department and they have a cool feature. I can have up to 50 online account numbers. From their web site I can make up a new credit card number with a unique CID for online use only.

    I setup one just for my iTunes account. If my iTunes account is breached again Discover will not have to cancel my plastic card number, just the unique number I setup for my iTunes account. These sub accounts expire on the same date as your primary card and can be used for recurring charges.
     

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