Ana1's profile

Tue, Aug 18, 2020 5:00 AM

Charged for itunes purchases when I do not own an iphone

I have been emailing Starhub on the above for 2 months but there is no conclusion to the matter.
 
It is so frustrating to keep receiving patronising replies. 2 months have past. Emails after emails have been sent. What were the investigations being done? What were the findings? Nobody gave any updates.
 
If it is a small sum of money, I might just pay but I have been charged $597.40 for purchases that I do not know of. How is it possible that purchases of this huge sum of money can be made without any OTP, credit card linked to account or 2FA authentication? Or even a text message or an email? Whose security is lax? Starhub? Or Apple? And I have to pay for the lapse in security though it is no fault of mine. 
 
It is not a case of my children having access to my phone and purchasing anything under my account. In the first place, it is not an iphone so purchases through itunes accidentally by them cannot happen.
 
Customers are not protected. I have no recourse. I contacted Apple and spent hours to tell them of my issue: No iphone, no itunes account but charged for 4 unknown items amounting to $597.40. All Apple can tell me is that 2 months have past and they can't make any refunds. I told them to at least let me know what the items are but Apple said they do not know.????!!!!
 
We are made to pay huge sums of money or risked being slapped with late payment fees month after month and have the service suspended. How is this fair to the consumer?
 
The last email by Starhub was dated 14/8 in which they promised to get back within 1-2 business days. To date, there is no update yet from Starhub.
 
I am at my wit's end.
 
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Carla_P

Moderator

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5.8K Messages

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3.5K Points

1 y ago

Hi @Ana1, sorry to learn about this. We'd love to help you with this. However, we need to refer you to our Customer Care Support Team via Facebook or Twitter as this will require us to check your account details which we don't have access here to further assist you. Moreover, we can only assist you with non-account related concerns. Apologies for the inconvenience. 

 

1 Message

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1 Point

1 y ago

Hi,

I just experienced the same problem with my Starhub billing. When i saw your billing statement. I was shocked. The way the my charges were billed are same as yours. Pls see my billing. I was shocked when i saw my billing amounting to 751.88sgd!! Something is wrong with Starhub  billing system. I called Apple support and they confirmed to me that those purchases were unauthorised.Luckily I reported it to Apple support immediately. No one knows my Apple ID even my wife! I think Starhub owe us some kind of explanation to this. I also think their billing system has been breached by hackers. It is worrisome.

(Look at how dubious are the timing of the purchase in my billing)

Best rgds,

Loyal Starhub customer of 13 years

Carla_P

Moderator

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5.8K Messages

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3.5K Points

Hi @Sparky222, we're genuinely sorry for what you have experienced. We never want this to happen. Unfortunately, I'm unable to assist you with your concern as I don't have access to check your account details here in the Community. With that being said, may I trouble you to get in touch with my colleagues via Facebook Messenger to further look into your concern? Apologies for the inconvenience. Rest assured, they'll be the right people to handle this matter. 

~ Carla

 

 

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2 Messages

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2 Points

@Sparky222

Have you reported this case to the police ? And what do you intend to do ? Because if no payment made, the bill will snowball, if pay, it is not definitely against our principle ? 

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