Premium Account Hacked please help!

[user-removed]

Hi!

I've just discovered that my account has probably been hacked, and I lost both my playlist and my premium account status.

My username "rawghi" now seems to be associated with a fake user "Jao Bre" that stole my access. I already filled the support request but I wishes to write anyway.

I'm a little worried about that but first of all I'm worried about th esecurity of the system, I mean, In my entire internet life I've never had a password or an account hacked, and I'm a developer so usually I take care about that things. How can this happened?

[user-removed]

I forgot the case number: Spotify Case # 01514381

[Peter__]

If you can still log into the account, I suspect they haven't changed the password. Is it possible you left your account logged in somewhere or logged in on someone else's device?

If you reply directly to the automated email reply, that will make sure your case reaches the correct hands as soon as possible.

[user-removed]

Thank you Peter for your reply, I'm already in touch with Umberto from the UK support center.

No the password was changed along with the Facebook association.

The user create that fake FB account minutes before the hack and I was only connected via this computer and my phone, and I'm in front of there.

I'm starting to think that all of this was caused by the password that I used, that I used previously in other websites... Some sort of a third party website security issue that caused the release of access information.

If I only can put my hand on him... grrrrr (usually I'm against violence... )

[user-removed]

Unfortunately I haven't yet been contacted by the administration team, my case is: 01514381.

Sorry for being stressing but actually I'm paying for the subscription that is used by someone else

Thank you for your patience.

[Peter__]

When did you last hear from them?

[user-removed]

Thank you Peter, I've heard from the support team on Friday, they told me that the case was submitted to the administration.

ps: maybe these are usual working times

[Peter__]

Just asked a member of the Spotify team to check this out for you, your case is in the right hands and you should get a reply shortly. Apologies for the delay, they must be busier than normal!

[user-removed]

Thank you Peter, I appreciate greatly.

[user-removed]

Peter, 

sorry for bothering you again but tomorrow is one week that I haven't received nothing from support.

I thought that hacking cases are treated with maximum priority but, at the moment, someone else is using my premium membership.

I cannot exactly remember when I firstly subscribed but I'm sure that I've paid over 100 € in membership and having no feedback at all is starting to make me think about the quality of the service.

Please, let me know something.

[Peter__]

Asking about this for you now. Hang in there.

[user-removed]

Thank you

[user-removed]

Peter any news?

[Jamie]

I've just looked into this for you and can see that your case is in queue and awaiting a response. Someone will be in touch soon.

[user-removed]

To Peter or Jamie,

Friday morning I was asked to submit the first receipt containing the billing agreement and so on, and I replied immediately. At the moment I haven't received anymore words.

I know that that hacking cases are always a delicate matter but today is the twelfth day and I was hoping to receive news from support.

How long do you think that it will last?

Thank you again

Gianluca

[Peter__]

It should only normally take 48 hours (excl. weekends), but I have a feeling from the number of case numbers flying around the community at the minute the team might be a little behind. I would give them another day to see if they get back to you (since you replied your case should definitely be open in the system), if not give us a shout here and I will escalate it again for you. 

[user-removed]

Peter sorry but I didn't received any update

[Peter__]

Asking about this for you now, definitely taking too long for my liking!

[user-removed]

Thank you Peter!

[Richard]

Hey there,

Just to confirm - your case is still open in the system.

With these kind of cases, it can take a bit longer to get back to you due to the nature of the work we need to do before responding.

Thanks for your patience, I'm sure the team will have this sorted soon.