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Post Reply Account Compromised!
32021 cr points
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Posted 5/7/15
Someone just got into my account and made over $1000 in charges. I fortunately caught it right away and quickly removed all my payment information but I really need these charges removed as soon as possible! Everything from 5/7/2015 was not made by me. I'm in America and this person made charges in pounds, so obviously that's not a currency I use. Please fix this so I don't have to go through my bank, there's a whole list of them and I can't cancel the orders because they're all gift subscriptions.
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16 / M / California
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Posted 5/7/15
You should probably hit up customer support about that!
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19 / M / Cali
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Posted 5/7/15
Do they have a telephone line? Lol and does it say who the gifts were to?
32021 cr points
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Posted 5/7/15
I hit up twitter and the help form. It would be nice if there was a number I could call to deal with this quicker, but I've pretty much tried everything I can. And yes, the person conveniently provided their email address in the receipt so I know who it was to and Google has been notified.
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Posted 5/7/15
I like that changing my password didn't kick the person out, they just tried to run another $8000 through my account. Fortunately it all auto declined as I already removed my payment info, but what the hell, Crunchyroll?
Der Zoodirektor
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34 / M / Germany
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Posted 5/8/15
I'll have a look at it. Do you have 2 accounts by chance?
Der Zoodirektor
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34 / M / Germany
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Posted 5/8/15

angieness wrote:

I like that changing my password didn't kick the person out, they just tried to run another $8000 through my account. Fortunately it all auto declined as I already removed my payment info, but what the hell, Crunchyroll?


Did you initiate a chargeback? If not I can refund the charge immediately.
Aleatz 
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27 / F / Australia
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Posted 5/8/15
This has happened to me also, although not so seriously. They haven't made any purchases, but they have changed the email and password. I'm able to access my account because my Facebook is linked to the account. I've cancelled my membership and tried to remove my card info, but it won't let me because it apparently still needs it to pay for my membership (I'm guessing there is a delay somewhere here). I'm a bit annoyed, because I love using Crunchyroll and I'll be missing out on watching while this gets resolved!
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Posted 5/8/15 , edited 5/8/15

shinryou wrote:


angieness wrote:

I like that changing my password didn't kick the person out, they just tried to run another $8000 through my account. Fortunately it all auto declined as I already removed my payment info, but what the hell, Crunchyroll?


Did you initiate a chargeback? If not I can refund the charge immediately.


I only have 1 account and haven't done a chargeback as it was through a debit card. I'm not able to dispute the charge yet because it hasn't left pending on my account. There should be a list of charges from the UK on my CR account that need removed and should total around $1200.
Der Zoodirektor
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34 / M / Germany
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Posted 5/8/15 , edited 5/8/15

Aleatz wrote:

This has happened to me also, although not so seriously. They haven't made any purchases, but they have changed the email and password. I'm able to access my account because my Facebook is linked to the account. I've cancelled my membership and tried to remove my card info, but it won't let me because it apparently still needs it to pay for my membership (I'm guessing there is a delay somewhere here). I'm a bit annoyed, because I love using Crunchyroll and I'll be missing out on watching while this gets resolved!


Reverted the email change and changed your password. Go through the password reset procedure and set a new, unique and complex password. Also change your password on any other site you have been using the same email/password combination on. Your login details were stolen in the hack of another site.

Your payment details are safe, as not even the owner of the account cant see the full details.

Also run a virus scan to make sure that it is not a local issue.

Furthermore delete all devices you don't recognize from the devices list in the settings.
Der Zoodirektor
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34 / M / Germany
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Posted 5/8/15

angieness wrote:


shinryou wrote:


angieness wrote:

I like that changing my password didn't kick the person out, they just tried to run another $8000 through my account. Fortunately it all auto declined as I already removed my payment info, but what the hell, Crunchyroll?


Did you initiate a chargeback? If not I can refund the charge immediately.


I only have 1 account and haven't done a chargeback as it was through a debit card. I'm not able to dispute the charge yet because it hasn't left pending on my account. There should be a list of charges from the UK on my CR account that need removed and should total around $1200.


Refunded the charge. Make sure to follow the steps I've told Aleatz as well.
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Posted 5/8/15
Thank you! Already done!
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Posted 5/8/15 , edited 5/8/15

shinryou wrote:


angieness wrote:


shinryou wrote:


angieness wrote:

I like that changing my password didn't kick the person out, they just tried to run another $8000 through my account. Fortunately it all auto declined as I already removed my payment info, but what the hell, Crunchyroll?


Did you initiate a chargeback? If not I can refund the charge immediately.


I only have 1 account and haven't done a chargeback as it was through a debit card. I'm not able to dispute the charge yet because it hasn't left pending on my account. There should be a list of charges from the UK on my CR account that need removed and should total around $1200.


Refunded the charge. Make sure to follow the steps I've told Aleatz as well.




What about these? The big one was refunded but it looks like those other things are still there.

*EDIT* Actually I think those were just the big charge but listed separate! Thank you for your help! When will the refund show up on my bank account?
Der Zoodirektor
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34 / M / Germany
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Posted 5/8/15
The big one is all of them combined. It was a single order of 20 1 year anime memberships of 40 pounds a piece.
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Posted 5/8/15

shinryou wrote:

The big one is all of them combined. It was a single order of 20 1 year anime memberships of 40 pounds a piece.


Okay great, that's what I figured! Thank you! When will the refund appear on my bank account? I don't see it there yet but know these things can take a day or two sometimes.

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