Fraudulent transactions on bill

[Coffeehound]

I have received my latest bill and I have been hacked. My Grand-daughters roblox account has been hacked and somehow it has resulted in all of these Apple charges. I do not use iTunes, I have a Samsung phone. I have contacted both roblox and apple, the roblox account is being closed and Apple are refusing to refund the rest of these charges. They were not made by my grand-daughter, as soon as we realised I changed my Apple ID on my iPad, please can you help.

looking at my account over the years you will see that it is not normal useage.

[Bambino]

@Coffeehound 

If you think you’ve been the victim of fraud – whether it’s because you’ve given details to someone over the phone, or clicked on a link in a suspicious text or email there are things you can do:
Contact your bank if you think you may have given out financial information. They can help protect your account and stop transactions.
Change your account and online account passwords. Not just your O2 account. All of them.
Forward fraudulent texts to O2 for free on 7726.
Contact Action Fraud on 0300 123 2040.
Call your Virgin Media or O2 customer services number if you think somebody’s taken out a contract using your details.
Virgin Media customers can phone 150 from their landline or 0345 454 1111 from any other phone.
O2 customers can call 202 from their O2 phone or 0344 809 0202 from any other phone.

You can block the number that called you, or any number you think may be suspicious.

How to block a number:

https://www.samsung.com/us/support/answer/ANS00062352/

https://support.apple.com/en-us/HT201229

There are also these links to look at:

https://www.o2.co.uk/help/safety-and-security/phishing-and-smishing-advice
https://www.o2.co.uk/help/safety-and-security/unwanted-calls-and-messages
https://www.actionfraud.police.uk/

You can also reach O2 via social media:
Facebook (https://o2uk.co/O2CFB), Twitter (https://o2uk.co/O2CTW), or Instagram (https://o2uk.co/O2CIG)

[MI5]

@Coffeehound 

Apple are the only ones that can reverse these charges.

O2 pass on the charges received from Apple and that payment goes to Apple, not O2.

Persist with Apple as it's the only way out of paying.

[madasaf1sh]

@Coffeehound 

I am sorry to say Apple are now been quite strict about these things, and will ask, did you give your grand daughter unfettered access to the iPad, did you have any pin protection on your device and did you share it with your grand daughter. 

Your iPad uses the App Store to download apps., and as such if your Grand Daughter knows the PIN, then Apple will not refund the charges..