Account Hacked - Skype Support Useless - NO REFUND...

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Account Hacked - Skype Support Useless - NO REFUNDS AND NO SMILES

So my skype account was hacked last week, just found out right now. Luckly my credit card on file had expired so they only ate $8. To make it worse, the Skype login and password change system on the website isn't working properly (even though their heart beat page says its fixed), and Skype support kept trying shift the login problems on me. Oh... and no refunds? Hmmm... well... no more money for you Skype. Not one cent ever again. Its computer to computer chats from now on, and I'll find a better VOIP provider.

 

So here's the transcript of my "support" chat... useless or very useless? you be the judge...


Connected with John Felix H.
Thank you for contacting Skype Customer Support!
17:51:02 pereljon says,
hi
17:51:03 System says,
Please hold for the next available Live Support Agent.
17:51:33 John Felix H. says,
Hello! Welcome to Skype Live Support! My name is John Felix H. May I have your Skype name and the registered email address on the account, please?
17:52:10 pereljon says,
pereljon@yahoo.com
17:52:14 pereljon says,
pereljon
17:52:53 John Felix H. says,
So I can address you appropriately, may I also have your first name, please.
17:52:58 pereljon says,
xxx
17:53:43 John Felix H. says,
Okay. Thank you for providing me some information here, xxx.
17:53:53 John Felix H. says,
How can I make you smile today?
17:54:08 pereljon says,
I'm locked out of my account
17:54:17 pereljon says,
suspended.
17:54:28 pereljon says,
need to know whats up and get it activated asap
17:55:03 John Felix H. says,
Oh. I am sorry to hear that your account was suspended. I will be more than willing to check this for you here what went wrong.
17:55:58 John Felix H. says,
Let me just ask you. Where are you located right now?
17:56:47 pereljon says,
xxx
17:57:13 John Felix H. says,
In xxxx?
17:57:31 pereljon says,
yes
17:59:08 John Felix H. says,
Okay. When was your last call made?
17:59:51 pereljon says,
not sure... it was probably to mexico.
18:00:07 pereljon says,
I'd have to log in to check
18:00:53 John Felix H. says,
Okay. Please do so.
18:01:19 John Felix H. says,
You can view your call history by signing in to your account:
https://secure.skype.com/account/call-history
18:03:49 pereljon says,
something is up with logging in... very slow... is there a problem with skype?
18:05:39 John Felix H. says,
Oh. Really? I see that our system is working fine here. Connection is good.
18:05:54 John Felix H. says,
Why exactly is the problem you have now/
18:06:03 pereljon says,
Signing in failed. For your security, your account has been suspended. Click here for more information
18:06:13 pereljon says,
Can't log in.
18:08:29 pereljon says,
Hello?
18:08:44 John Felix H. says,
Oh. I am sorry to hear that. My mistake here.
18:09:24 John Felix H. says,
Okay. What month the last was made?
18:09:58 pereljon says,
I think i tried to make a call this month, but I can only check on the account.
18:10:29 John Felix H. says,
Okay. What number was that?
18:10:47 pereljon says,
Its on my skype... its in mexico.
18:10:59 John Felix H. says,
Okay.
18:12:34 John Felix H. says,
There was a call made to Hongkong this month. Is this authorized call?
18:12:40 pereljon says,
No
18:12:59 John Felix H. says,
Oh. Okay. Hold on.
18:14:44 John Felix H. says,
In order for us to reinstate your account, we need to verify some information here.
18:15:22 pereljon says,
yes
18:15:34 John Felix H. says,
Okay.
18:15:59 John Felix H. says,
We need the following information for verification:
18:16:19 John Felix H. says,
1. The first six and last four digits of the credit card used to make your Skype purchase (please do not send the full credit card number)
18:17:03 pereljon says,
xxx
18:17:09 pereljon says,
xxxx
18:17:24 John Felix H. says,
The name of the cardholder as indicated on the card
18:17:31 pereljon says,
xxx
18:17:49 John Felix H. says,
The issuing country of the card
18:18:02 pereljon says,
USA
18:18:09 John Felix H. says,
The billing address on the account.
18:18:30 pereljon says,
xxx
18:19:04 John Felix H. says,
Okay. Thank you.
18:19:29 John Felix H. says,
Please continue to hold. I'll be back.
18:20:14 John Felix H. says,
Thanks for waiting!
18:20:19 John Felix H. says,
To ensure that only you have access to your Skype account, we suggest that you change your password through this link:
https://secure.skype.com/account/password-reset-request
18:20:34 John Felix H. says,
When done resetting password, please confirm here.
18:20:39 John Felix H. says,
I will wait for you.
18:21:55 pereljon says,
that page isn't loading
18:22:29 John Felix H. says,
I am sorry to hear that.
18:22:44 John Felix H. says,
What browser are you using?
18:23:11 pereljon says,
firefox, chrome, safari. tried them all... its not the browser...
18:23:31 pereljon says,
just loaded on firefox
18:23:49 John Felix H. says,
Did you clear your browsing history?
18:25:58 pereljon says,
Looks like on August 6, 2012 12:51:24 AM PDT I received an email from Skype in Chinese or something.
18:26:41 John Felix H. says,
Okay. What was the content of the email?
18:26:55 pereljon says,
The password reset isn't working... the skype login system is still messed up.
18:27:26 pereljon says,
Web Login Problem

By My status Leonas Sendrauskas on August 14, 2012.
We are investigating a problem in our web login process. For the majority of our users that attempt to access Skype through login.skype.com the page will not load. We are working on fixing this and will report once it has been resolved. We are sincerely sorry for the inconvenience this causes to our users.
18:27:41 pereljon says,
I don't know what the content is... I don't know chinese.

18:28:47 pereljon says,
Here it is translated by google.
18:28:48 pereljon says,
This e-mail automatically sent, do not reply.

Hello, Xxxxx


Your Skype account from unauthorized activities
Your account has been suspended.

Skype attaches great importance to the security of your account. We recently discovered that your account has unauthorized activity, for your protection, we have suspended your account.

Learn more about how to re-activate their account information.

Learn more about account protection.
In connection
Skype of all my colleagues
Forgot Password · Account Settings · Help · Terms of Use Privacy

Get Skype Help
You can not reply to this email directly, but you can contact us through our Help plates.
You can also visit our forum.

Protect your password
Skype employees will never ask you for your password via email. Only log on to Skype or our website shopping or check your account, you only need to enter the password. You will always be connected through a secure log in, and we ask that you pay attention to the address of the browser's address bar must begin to https://secure.skype.com, should show a padlock icon, said it is using a secure connection.

Wary of requests for account information or e-mail of emergency action. Carefully address non-routine web site and the site of the unofficial Skype download. Www.skype.com or use the Skype application upgrade feature to get the security updates and product upgrades.

© 2003-2012 Skype Limited.
Skype Inc., 3210 Porter Drive, Palo Alto, California, 94304, USA.
Skype, related trademarks and logos and the "S" marks ar
18:29:24 pereljon says,
The password change page isn't working...
18:30:19 John Felix H. says,
Oh. I am sorry that you are having problem resetting password here.
18:30:39 John Felix H. says,
Let me try to resend you this.
18:33:19 John Felix H. says,
Hold on please.
18:37:14 John Felix H. says,
Please try to reset your password here: http://www.skype.com/go/forgotpassword
18:38:35 pereljon says,
nothing
18:39:59 John Felix H. says,
I am sorry for the temporary issue here.
18:40:39 John Felix H. says,
We advice you to restart your computer and relaunch browser.
18:40:49 pereljon says,
I've tried it on two computers.
18:40:59 John Felix H. says,
You can also try to clear cache again.
18:41:36 pereljon says,
Its not on my side...
18:43:29 John Felix H. says,
We do apologize for the problem here.
18:44:29 pereljon says,
I was able to log in on the skype app on my phone. my skype credit is all gone except for 5 cents
18:45:24 John Felix H. says,
We advice you to reset your password at a later time as we are experiencing technical problem here.
18:45:56 pereljon says,
what about my skype credit
18:46:29 pereljon says,
and how did my account get compromised?
18:48:10 pereljon says,
last call I see on my skype app is 45 seconds on july 31 to "xxx", then before that july 25 for 6 minutes 7 seconds to "xxx", then before that a failed call to mexico.
18:48:19 John Felix H. says,
You do not have to worry about your account as this temporarily suspended and no one can access it
18:48:46 pereljon says,
I just signed in on my iphone and on the skype app on my mac
18:49:02 pereljon says,
but I can't log in on the web
18:51:24 John Felix H. says,
Please log-in to your account on one device and log-out from other device.
18:52:17 pereljon says,
did it.
18:52:24 John Felix H. says,
But let me remind you, you cannot yet call to landline and mobile phone and cannot purchase Skype products as your account is still restricted.
18:53:03 pereljon says,
Aug 05 16:15 +886913860051 $8.580 <- that call was not mine
18:53:49 John Felix H. says,
We do apologize for the incident here.
18:54:22 John Felix H. says,
Unfortunately we are not able to refund any money that may have been lost due to this incident.

 

Skype users should maintain their own security systems on private computers. In order to avoid such incidents, Skype strongly advises you to regularly update your PC's security software - such as firewalls and anti-virus programs - and to pay attention to safeguarding your Skype account.

 

For more information on staying secure, please visit:
http://www.skype.com/go/security/
18:54:25 pereljon says,
was able to change my password from within the Mac Skype app
18:55:44 John Felix H. says,
Oh. Really. Just now?
18:56:19 pereljon says,
through the "Show Account" -> "Change your password" on the Skype application
18:56:54 John Felix H. says,
Okay. Thanks. Please hold on a minute.
18:57:44 John Felix H. says,
Okay. We have successfully reinstated your account. You can now purchase Skype products and make calls to landline and mobile.
18:57:48 pereljon says,
Jul 30 03:06 +xxxx $0.080 this call was me.
18:57:55 pereljon says,
Aug 05 16:15 +886913860051 $8.580 <- that call was not mine
18:58:07 pereljon says,
I need a refund of $8.580
18:58:24 John Felix H. says,
By the way, are you a member of Skype Manager account?
18:59:10 pereljon says,
Yes. But it hasn't been used in a while.
18:59:49 John Felix H. says,
Okay. So you are connected to this business account, correct?
19:00:20 pereljon says,
SHould be. But I can't log into the web site.
19:01:44 John Felix H. says,
I am sorry. You cannot log-in yet to your account?
19:01:55 pereljon says,
not on the website.
19:01:59 pereljon says,
the apps work.
19:02:34 John Felix H. says,
I am sorry to here that.
19:02:43 pereljon says,
I'm skype manager for venables bell & partners.
19:03:04 pereljon says,
I still need my refund.
19:03:09 John Felix H. says,
Which device or computer are you using to log-in?
19:03:20 pereljon says,
mac os
19:03:23 pereljon says,
skype app
19:03:49 John Felix H. says,
Are you also log-in to other device?
19:04:15 pereljon says,
was in on my iphone.
19:04:19 pereljon says,
I'm logged out now
19:05:04 John Felix H. says,
Okay. Try to exit Skype app from your Mac and relaunch.
19:05:57 pereljon says,
done... and?
19:06:39 John Felix H. says,
Then try to sign-in to your account with the new password.
19:06:57 pereljon says,
on the website?
19:07:41 pereljon says,
website login isn't working
19:09:14 John Felix H. says,
No. You said you cannot log-in using your application, correct?
19:10:18 pereljon says,
application works. website no. iphone works
19:11:54 John Felix H. says,
I am sorry. Which device are you using to log-in the website.
19:12:12 pereljon says,
Web browser on mac.
19:13:59 John Felix H. says,
Please try to clear your browsing history again on that device.
19:14:33 pereljon says,
just got in
19:16:00 pereljon says,
so what now?
19:17:09 John Felix H. says,
Okay. Great!
19:17:24 John Felix H. says,
So you can now use your account.
19:17:34 pereljon says,
I need a REFUND
19:17:40 pereljon says,
8.580
19:18:01 pereljon says,
I did not call Taiwan on Aug 5
19:18:09 John Felix H. says,
So you need a refund of $8.580 worth of call?
19:18:18 pereljon says,
YES
19:18:33 pereljon says,
And I need to know HOW my account was hacked
19:19:29 John Felix H. says,
Okay. Let me see what we can do here.
19:20:04 John Felix H. says,
Unfortunately we are not able to refund any money that may have been lost due to this incident.

 

Skype users should maintain their own security systems on private computers. In order to avoid such incidents, Skype strongly advises you to regularly update your PC's security software - such as firewalls and anti-virus programs - and to pay attention to safeguarding your Skype account.

 

For more information on staying secure, please visit:
http://www.skype.com/go/security/
19:20:42 pereljon says,
Then I'll be canceling my account. You obviously have security issues.
19:21:29 John Felix H. says,
I am sorry for the incident here. We do not exactly know the reason why your account has been access without your permission.
19:21:39 John Felix H. says,
So you want to cancel your account?
pereljon says,
Useless

pereljon
Novel Adventurer
Kudos: 3
Posts: 2
Registered: 15-08-2012
Message 1 of 3 (2,128 Views)

Re: Account Hacked - Skype Support Useless - NO REFUNDS AND NO SMILES

Oh... and the shmuck went ahead and cancelled my account even though I didn't give him the go ahead... I still needed to get my phone numbers out of the account.... WHAT A MONKEY!!! Thanks so much "John Felix H." your customer support is underwhelming to the extreme.

pereljon
Novel Adventurer
Kudos: 3
Posts: 2
Registered: 15-08-2012
Message 2 of 3 (2,124 Views)

Re: Account Hacked - Skype Support Useless - NO REFUNDS AND NO SMILES

I have same problem and same result, Skype not refund my credit.  It is awful service!

fangetchason
Novel Adventurer
Kudos: 2
Posts: 2
Registered: 18-01-2013
Message 3 of 3 (1,041 Views)
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