Very Urgent Regarding Fraudulent Activity on my account

[milovisk]

I have had a spotify premium subscription for ages now and this gives me the ability to listen to any music when I want to by streaming the songs on my Ipod Touch. In the early hours of this morning there was a download of 1 song at  a price of 1.15, this followed shortly by a download of 100 songs for 50 pounds then again another 50 pounds for another 50 songs.

I immediately sent a contact form to spotify this morning reporting this issue and changed my password, I also contacted my card provider advising them of the fraudulent activity. I also just noticed that my billing cycle had been changed from monthly to yearly. Someone has obvioulsy hacked into this account and is still using it even though I have changed the password . How can this be? I want an urgent anser on this and I also want to report this to the police. Can Spotify advise me of the procedure for this?  Please see my receipt detals from my account below

101052973019	2012-08-13	100 downloads	£50.00
101052954019	2012-08-13	100 downloads	£50.00
101052903016	2012-08-13	100 downloads	£50.00
101020617011	2012-08-13	100 downloads	£50.00
101020597015	2012-08-13	100 downloads	£50.00
101020481012	2012-08-13	1 downloads	£1.15
93509541012	2012-07-17	1 month of Spotify Premium	£9.99
84960404014	2012-06-17	1 month of Spotify Premium	£9.99
77451323016	2012-05-17	1 month of Spotify Premium	£9.99
70229315018	2012-04-17	1 month of Spotify Premium	£9.99
63160268015	2012-03-17	1 month of Spotify Premium	£9.99
56906842010	2012-02-17	1 month of Spotify Premium	£9.99
50962880014	2012-01-17	1 month of Spotify Premium	£9.99
44956669012	2011-12-17	1 month of Spotify Premium	£9.99
39644510016	2011-11-17	1 month of Spotify Premium	£9.99

[Goodman]

Customer Support should be in touch shortly.

You might also want to check any other online accounts you have (email, gaming, etc.) and make sure you change those logins and passwords.

[meahtenoha]

Hi milovisk - Getting in touch via the contact form was exactly the right move here. 

A member of our payments team will be in touch with you as soon as they can. We can continue to help via that email thread. 

Any other users dealing with a similiar matter should also get in touch via the contact form. 

[milovisk]

Dio you know how long that it will take to get a response as it is very worrying seeing 251 pounds racked up on your account overnight. Is there know way of opting out of downloads so that this could never happen as I am only interested in streaming music and not downloading it.

[meahtenoha]

Hi milovisk - Your case has already been escalated to the appropriate department. I can assure you someone will be in touch shortly regarding your account. 

[Liam]

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@meahtenoha wrote:

Hi milovisk - Your case has already been escalated to the appropriate department. I can assure you someone will be in touch shortly regarding your account. 

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Shortly isn't good enough in my opinion. How could this happen? There should be a security question system that must be answered when people charge large amounts.

[milovisk]

I agree, someone could easily run up 1000's of pounds , had I been abroad on holiday I wouldn't have seen the email receipts. Not good at all.

[Sam]

Milovisk - There are limits to spending on the Spotify website to stop such enormous bills occurring.

We do take fraud incredibly seriously. Our payments team are investigating into it at the moment. They're incredibly thorough and will sort it as soon as they can.

[Liam]

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@Sam wrote:
Milovisk - There are limits to spending on the Spotify website to stop such enormous bills occurring.

We do take fraud incredibly seriously. Our payments team are investigating into it at the moment. They're incredibly thorough and will sort it as soon as they can.

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Well, these limits are too high.