iTunes Fraud - Santander as helpful as ever!

GemBee_2

Hi

I have recently had two transactions taken out of my account from iTunes one for £2.99 and the other for £3.98.

I contacted my bank after the first one came out, they told me they couldn't do anything and told me to contact iTunes!

Within 5 minutes of speaking to the bank the second transaction came out of my account

iTunes only have an email help system which means I'll be waiting a while to find out and the bank wont do anything! Does anyone know how to get this sorted quicker?

I wouldn't usually mind, the payments aren't that much but I have no money in the bank account and everytime something goes out it's adding more and more charges!

tagq2

Limit the damage: Remove your payment information from iTunes. Then from a safe computer change the iTunes account password and review use of the same password elsewhere.

If suspicious debits continue anywhere else, you have the option of reporting that you believe someone unauthorised may have access to your card details. The bank will listen to that.

Gromitt

Until the matter is sorted it may be worthwhile to deposit some funds in the account to stop any further charges. You can always withdraw it again later if you need to.

Secondly, as tagq2 says, remove your payment information from iTunes and see if the mysterious transactions still take place.

ses6jwg

If the payments were unathorised and fraud is suspected I would suggest re-calling Santander and asking to speak to the Fraud department.

meer53

It sounds as though it's your Itunes account which has been compromised and not your card details which is why Santander have advised you to contact Itunes to dispute this. If this is the case then Santander don't need to take any further action. Itunes usually respond within 24 hours.

reclusive46

If they did it on your iTunes account then Apple will likely just ban the account. They tend to do that so they don't have the hassle of investigating it.

pvt

If something has been bought on your iTunes account then you would have been emailed details of your purchases. That is unless the hacker has changed you registered email address, though I would have expected that to result in a "bye-bye" notification email to the old address.

GemBee_2

I don't have an iTunes account that has my bank details on so I know it isn't me.
I called Santander and they refused to help me. I contacted iTunes and they said that without knowing which account they came from they cannot trace it!
Santanders customer service is shocking, I have someone using my account and they refuse to do anything about it. They said that wont be able to reverse the charges either.
I am in the process of writing them a letter of complaint, my third in 12months!

tagq2

Make it clear to Santander that you did not give your card details to iTunes so someone else must have them. Even if they won't refund you immediately, request a new card on that basis - the small debit may just be a test before a large fraudulent debit.

If Santander refuse, make sure you're speaking to the fraud department rather than the guy who first answers. Make sure they are clearly answering "yes" to the question, "Are you refusing to cancel my card even though I have informed you that I believe someone else is making use of my card details without my authorisation?" Pick out and quote the term in your T&C booklet indicating how you're fulfilling your responsibility. Do the same at a branch if you are able.

And record the call. You do not need to ask permission if it is only for your benefit. Speakerphone plus microphone works fine.

nikkistars

I am guessing you have had previous I Tunes payments, which means a fraud team cannot investigate this as I Tunes is liable for the fraud.

Don't bother getting a new card, the card is linked to I Tunes as a recurrent transaction, so payments will not stop, even if you cancel it. The only thing you can do is change the sort code and account number.

Try giving I Tunes a call on 0800-275-2273

catty1

IVe had credit from a giftcard on my account used by fraudulent purchases. Apple are refusing to offer a refund. Has anyone in a similar situation managed to get a refund?. Its £10 worth, not a huge amount, but I was looking forward to purchasing some music today with the credit. Any tips on how to get through to Apple. All I am getting is website contact forms and useless email contact. Would be nice to speak to someone in person.