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Post Reply Account stolen
5 cr points
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40 / M
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Posted 8/15/17 , edited 8/15/17
My primary crunchyroll premium account was hacked. I got an email that my email address was changed. I submitted a ticket this morning but I'm concerned that: 1, I will never get a response to my own email address because it was changed and that 2, whoever took it has access to my credit card information and will be spending my money.

Edit: Having done a good deal of reading about other peoples stolen accounts, I'm adding my original username: imanevildr, and my original email address: [email protected]

I've been a premium user for years now and I don't want to lose my account.

Help me please.
59905 cr points
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31 / M / Dallas, TX
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Posted 8/15/17

Un5eelie wrote:

My primary crunchyroll premium account was hacked. I got an email that my email address was changed. I submitted a ticket this morning bit I'm concerned that: 1, I will never get a response to my own email address because it was changed and that 2, whoever took it has access to my credit card information and will be spending my money. Help me please.


Credit card information on the site is not available to retrieve, even support personnel have said they don't have access to see the full billing details. However, they may still be able to make purchases from the CR store, or renew your subscription.

As long as you submitted the support case using the email address you have access to, they should be reaching out to you there. Make sure to check your junk mail folders, since some services may mark CR emails as spam.
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Posted 8/15/17

eyeofpain wrote:

As long as you submitted the support case using the email address you have access to, they should be reaching out to you there. Make sure to check your junk mail folders, since some services may mark CR emails as spam.


Do you have any idea how long that typically takes?
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23 / M
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Posted 8/15/17
This just happened to me as well! I checked my e-mail and it said that someone changed the email of my account to "[email protected]"

Then I saw a purchase of 78 dollars came from the account to crunchyroll! What the [email protected]#@!

It's already infuriating enough that these guys don't even have a phone line for customer service!

My original username is shazhead55 and my original email is [email protected]
38025 cr points
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25 / M / USA
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Posted 8/15/17
Mine as well. My original name is Cytryz and it was stolen by [email protected]

I'm waiting for a resolution, I already sent a ticket and I agree it is bs there is no way to get immediate contact. Meanwhile your account is left at the mercy of whatever scum stole it.
Cytryz 
39330 cr points
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Posted 8/16/17
Checked my email this morning, they changed it back to my original email and changed the password. So if you sent a ticket it hopefully should be resolved in less than 24hrs.
Der Zoodirektor
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35 / M / Germany
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Posted 8/16/17

thewindyfan wrote:

This just happened to me as well! I checked my e-mail and it said that someone changed the email of my account to "[email protected]"

Then I saw a purchase of 78 dollars came from the account to crunchyroll! What the [email protected]#@!

It's already infuriating enough that these guys don't even have a phone line for customer service!

My original username is shazhead55 and my original email is [email protected]


I saw that fraud early this morning my time and fixed your account. Sent you an email about it.
Der Zoodirektor
26578 cr points
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35 / M / Germany
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Posted 8/16/17

Un5eelie wrote:

My primary crunchyroll premium account was hacked. I got an email that my email address was changed. I submitted a ticket this morning but I'm concerned that: 1, I will never get a response to my own email address because it was changed and that 2, whoever took it has access to my credit card information and will be spending my money.

Edit: Having done a good deal of reading about other peoples stolen accounts, I'm adding my original username: imanevildr, and my original email address: [email protected]

I've been a premium user for years now and I don't want to lose my account.

Help me please.


Replied to your ticket.
10026 cr points
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40 / M / United States
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Posted 8/16/17

shinryou wrote:

Replied to your ticket.


Thank you so much, I'm back on my premium account now. : )
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Posted 8/17/17

shinryou wrote:


thewindyfan wrote:

This just happened to me as well! I checked my e-mail and it said that someone changed the email of my account to "[email protected]"

Then I saw a purchase of 78 dollars came from the account to crunchyroll! What the [email protected]#@!

It's already infuriating enough that these guys don't even have a phone line for customer service!

My original username is shazhead55 and my original email is [email protected]


I saw that fraud early this morning my time and fixed your account. Sent you an email about it.


Thank you so much for resolving the issue, my fears about the delay of service were nothing to worry too much about after all!
Posted 8/18/17
Just found out today that my Premium account was also hacked, and had to make this secondary account in order to post to try and get a faster response. They changed the email on the original account, so now I can't access it. There was NO option in the email notifying me that my email had been changed for me to revert that change if I didn't make it, an option that has been available at almost every single other site on the internet for more than a decade.

The 'support' (I use the term loosely) ticketing system that CR has in place is not only well hidden, having to dig through loads of junk to even find it, but it is completely inadequate. The fact that account recovery options aren't in place when major changes are made to accounts, and that I may be sitting all weekend waiting for the two business-day reply time to normal tickets, since my account was hacked on a Friday and I didn't see the issue until I got home from work on Friday evening is completely unacceptable for a compromised account. I have a feeling that it would be seen to more quickly if I included my original email in this reply... making it even more of a target for further hacking than it already is.

CR, I really love what you guys are doing and the services you provide, but this security stuff is... not good. This is like rookie level security response. I want you guys to grow, but your account security has to grow up FAST.
7 cr points
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Posted 8/18/17
I'm in the same boat. Did the contact after finding it. Loaded up an old trial account I had to post in forum. Not having a way to directly contact when its a billing issue (phone nor chat) is really odd.

I agree completely with prior post about the email being able to be changed so easily without a way to revert it. First time I have had that occur where it has been so tricky to get account validated and reset.

For safety sake I froze my credit cards so wont get any unwanted transactions, but that is a pain. Next step is wandering around changing passwords again.

SkaatKatt
Der Zoodirektor
26578 cr points
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35 / M / Germany
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Posted 8/19/17 , edited 8/19/17

blankinthefill wrote:

Just found out today that my Premium account was also hacked, and had to make this secondary account in order to post to try and get a faster response. They changed the email on the original account, so now I can't access it. There was NO option in the email notifying me that my email had been changed for me to revert that change if I didn't make it, an option that has been available at almost every single other site on the internet for more than a decade.

The 'support' (I use the term loosely) ticketing system that CR has in place is not only well hidden, having to dig through loads of junk to even find it, but it is completely inadequate. The fact that account recovery options aren't in place when major changes are made to accounts, and that I may be sitting all weekend waiting for the two business-day reply time to normal tickets, since my account was hacked on a Friday and I didn't see the issue until I got home from work on Friday evening is completely unacceptable for a compromised account. I have a feeling that it would be seen to more quickly if I included my original email in this reply... making it even more of a target for further hacking than it already is.

CR, I really love what you guys are doing and the services you provide, but this security stuff is... not good. This is like rookie level security response. I want you guys to grow, but your account security has to grow up FAST.


I'm out on a business trip right now, but will try to locate your ticket tonight (European time), if it wasn't handled in the meantime.



kalzalgo wrote:

I'm in the same boat. Did the contact after finding it. Loaded up an old trial account I had to post in forum. Not having a way to directly contact when its a billing issue (phone nor chat) is really odd.

I agree completely with prior post about the email being able to be changed so easily without a way to revert it. First time I have had that occur where it has been so tricky to get account validated and reset.

For safety sake I froze my credit cards so wont get any unwanted transactions, but that is a pain. Next step is wandering around changing passwords again.

SkaatKatt


Same as above. You don't have to worry about your card data. No usable data is visible to anyone, not even our staff.
Posted 8/19/17

shinryou wrote:


I'm out on a business trip right now, but will try to locate your ticket tonight (European time), if it wasn't handled in the meantime.

...

Same as above. You don't have to worry about your card data. No usable data is visible to anyone, not even our staff.


I appreciate the response while you're out on the road. Thank you.
Posted 8/21/17
My account got hacked also. My email was changed to [email protected] yesterday.

On july 24th someone ordered a premium membersip gift to someone else from my account, that was not me and I see they spent my money.

I have sent emails to login and billing department regarding this.
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