18:42:30 <my skype name>
Initial Question/Comment: Balance (my SkypeOut credits)
18:42:35 System
Thank you for contacting Skype Customer Support!
18:42:35 System
<skype support person>. has joined this session!
18:42:35 System
Connected with <skype support person>.
18:42:38 <my skype name>
hi
18:42:40 <skype support person>.
Hello! As one of our most valued users, welcome to Skype Live Support! My name is Blesilda. How may I help you?
18:43:08 <my skype name>
some one has been using my account calling numbers in egypt and indonesia that i do not know of
18:43:21 <my skype name>
today
18:43:39 <skype support person>.
I understand that your account is being access without your authorisation, am I correct?
18:43:42 <my skype name>
i have changed my password - but i would REALLY like to cancel the two payments that was generated
18:43:45 <my skype name>
yes
18:44:03 <skype support person>.
I will be glad to check this for you.
18:44:08 <my skype name>
Thanks
18:44:11 <skype support person>.
But before we proceed, can you confirm that this is your Skype name: <my skype name>?
18:44:17 <my skype name>
confirmed
18:44:34 <skype support person>.
Thank you for confirming.
18:44:37 <my skype name>
the unauthorized callings started today
18:44:43 <my skype name>
23rd of may 2011
18:44:45 <skype support person>.
Please give me a moment to check this for you.
18:44:50 <skype support person>.
I will be with you shortly.
18:44:53 <my skype name>
thanks
18:50:11 <my skype name>
any luck?
18:50:55 <skype support person>.
Thank you for waiting.
18:53:16 <skype support person>.
It seems that a third party might have gained access to your account.
18:53:34 <my skype name>
I agree and have changed the password to my account.
18:53:46 <skype support person>.
To further assist you with this, I need to know some information about your Skype purchases so I can verify your identity.
18:53:51 <skype support person>.
That's good.
18:54:48 <my skype name>
I have not called any one using Skype since December 2010.
18:54:51 <skype support person>.
Please provide me the following information:

1. The approximate date of a last purchase made to your Skype account (this can be looked up from the credit card statement or from the confirmation email sent to you after the purchase)
18:55:06 <skype support person>.
2. The order number
3. The payment method or credit card type used to make a purchase
4. The email address that was entered during registration
18:57:28 <my skype name>
My initial order no is XXXXXXXXXXXXXXXXX at skype. I paid using PayPal
18:58:12 <my skype name>
My email is <my email>
18:58:29 <my skype name>
The order was booked on February 8th 2010
18:58:56 <skype support person>.
Since you used PayPal, then provide us with:

1. Your registered PayPal email address
2. The PayPal Transaction ID.
18:59:21 <my skype name>
My PayPal email address is <my email>
19:00:36 <skype support person>.
How about the transaction ID?
19:01:31 <my skype name>
PayPal unique transaction ID XXXXXXXXXXXXXXXXXXXX
19:02:22 <skype support person>.
I appreciate the information you have provided.
19:03:02 <skype support person>.
As a result, your account has now been unblocked.
19:03:12 <skype support person>.
We would like to assure you that regardless of any related inconvenience, blocking Skype accounts serves our and our users' best interests where there is any suspicion of fraudulent activity.
19:03:45 <skype support person>.
Especially in cases when the account information or the account itself might be compromised, we need to make sure we implement our best practices to protect the accounts. That’s why blocking your account was a necessary step.
19:03:50 <my skype name>
I'm not sure what that means? I have not used my Skype account for the records on date 23rd of May.
19:04:01 <my skype name>
I expect that you refund any abuse that.
19:04:27 <skype support person>.
I understand your point. Unfortunately, Skype is unable to refund any money that may have been lost because of this incident.
19:04:37 <my skype name>
Excuse me?
19:04:49 <skype support person>.
But to prevent this from happening again, we urge you to check that your PC’s security systems are running properly and are up to date. This will prevent hackers from obtaining personal information such as your Skype Name and password from you.
19:04:57 <skype support person>.
If your security software is missing, disabled, or not up to date, your computer is vulnerable to viruses and malware.
19:05:00 <my skype name>
Please unlink my account from ANY payment channels that I fund.
19:05:30 <my skype name>
My computer is not insecure - I have NOT used ANY Skype software for the past months.
19:06:12 <skype support person>.
Please understand that hackers have a lot of ways to compromise an account.
19:06:17 <skype support person>.
Also, to keep your information safe, please beware of 'phishing' sites, or Skype chat messages from strangers, (sometimes pretending to be from Skype) that contain links or ask you to reveal personal information, such as your password or your credit card numbers.
19:06:58 <my skype name>
You are not really considering what I post. Please read my comments carefully and respond accordingly.
19:07:02 <skype support person>.
If you want to remove your PayPal Account on your Skype account, then you need to cancel it from your PayPal Account.
19:08:00 <my skype name>
I am not a regular user of Skype. I have used it occasionally for few phone calls in Denmark and in USA.
19:08:16 <my skype name>
As my record show, I have not used it since December 2010.
19:08:22 <skype support person>.
I understand that you did not use Skype for the past months. But if you have accidentally visit a phishing site and you have mistakenly provided personal information then the hacker can use that to gain access to your account.
19:09:17 <skype support person>.
We really cannot verify how the hacker got an access to your Skype account that's why we are giving you tips on how to prevent this from happening again.
19:09:58 <my skype name>
However, you do have IP that refers to foreign systems that are not in my possesion.
19:10:48 <skype support person>.
Are you referring to the IP used by the hacker?
19:11:04 <my skype name>
Yes, the person who gained access to your systems.
19:12:28 <skype support person>.
Unfortunately, we do not store that on our system.
19:14:04 <my skype name>
Ok, I have changed my passwords at Skype and PayPal and cancelled the recurring payments to your insecure system. Is there any way for you to monitor the user who is abusing my account - just in case my account is being abused again?
19:14:44 <my skype name>
I mean, if the abuser tries to logon - he's bound to be denied due to new password.
19:15:13 <skype support person>.
That's good to hear. The system will definitely recognise if there will be unauthorised use of a Skype account and will automatically block it to prevent further access from the hacker.
19:15:58 <my skype name>
How come my account wasn't blocked when it suddently started calling numbers i Egypt and Indonesia and taking money from my PayPal account?
19:16:10 <my skype name>
I mean, it's a radical change of behaviour.
19:17:13 <skype support person>.
I understand your point. The system is will still gather information since you have not use the account for a certain period of time before it will block an account.
19:19:56 <my skype name>
So.
19:20:03 <my skype name>
Where is the money that was transfered today?
19:20:32 <my skype name>
My PayPal indicates that a total of 332 DKK was transferd
19:20:58 <my skype name>
However, my Skype account shows a balance of 97,92 DKK
19:21:29 <skype support person>.
It is possible that some of the credits was use to calls phone numbers as you mentioned earlier.
19:24:27 <my skype name>
Ok. But cancelling the automatic payments should remove the chance of anyone refilling the account via paypal. Right?
19:25:09 <skype support person>.
That's right.
19:25:40 <my skype name>
Ok. So, I'll just pay the bill for the flaw in Skype and let you get on with your work. Thanks :-)