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barshay avatar image
barshay asked ·

Hacked account & Fraud

My account has been hacked since September 15th, 2015 and still no resolution. Each day unauthorized calls are being made from my various extensions. I change the passwords each day but that doesn't help. Now they are ordering additional services such as 2 - 800 #  unauthorized and 2 calling credit packages each unauthorized. These additional features are going through to my credit card on file. Ring Central wont suspend charging until this is resolved.  I have contacted American Express and told them about the fraud. A temporary block is being put on Ring Central but it seems the hackers are using an outside payment source. I call customer care and fraud each day and I get nowhere. They just tell me it is a priority and someone from fraud will contact me. A week later no one has. They tell me there are no notes on the account telling customer care what the progress is. So, I don't know if engineering is working on the breech. What can I do??? Any ideas???

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kim answered ·
Do you have a case number from when you reported this?
I will follow up on it and escalated it to Fraud Investigations.    Also, please contact your sales rep and let him know as well.  
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barshay answered ·
My case #03946890 and customer care said it was sent priority to the fraud dept and I would get a call never have. This started on 9/15/15 and continues until today. The hacking seems to only take place at night (est) such as 10pm or 1am, 3am, 4am. Last night they got into the admin extension a few hours after I changed the password and pin than they enable international calling which had been disabled by ring central previously. I don't have a sales rep. I signed up for service maybe 4yrs ago and never needed anything else since that time. I'm talking to other vendor now and they are all telling me that RC has security issues. I filed a complaint with the BBB of which there were already many complaints for different reason. My next step is to file complaints with the FTC, FCC and Homeland Security. Maybe someone will take notice as it seems RC is not taking notice.
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kim answered ·
Setting conversation to private. 

Fraud has sent 3 e-mails to  benjamin@barshay.com 9/16/2015 10:58 AM, 9/17/2015 8:55 AM, and 9/20/2015 11:52 PM.  Looks like they are waiting to hear back from Ben. Do you know who Ben is?  What is your name? 
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The only thing I get from fraud is that are password or pin has been changed nothing else. No update on what is being done. I have spoken with this so called fraud dept and they never can tell me what is being done. They tell me there are no notes on the account from engineering. I ask to have a high level executive call me back and so far no one has called. I really don't call this a real department. Don't set this conversation to private other customer need to know how RC is handling my case.
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I will follow up on the case.
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Here is a copy of the what Fraud Dept sent me the 3x you reference previously:
Dear RingCentral Customer:

We have detected access to your RingCentral account, 2126458866 from an IP address in a suspicious range commonly used to gain unauthorized access to accounts. As a precautionary measure, the password and security question/answer of the possibly affected extension(s) 11have been reset in order to prevent unauthorized access.

In order to maintain the security of your account, we request that you change the password and security question and answer for all of the extensions on your account. Per Sections 2, 3, and 8 of the Terms of Service, you may be liable for any future unauthorized usage of your account.

You can update the passwords by logging into an administrator extension or using the Reset your password link online. The new passwords should be strong, at least 8 digits, and random, and should avoid using simple patterns or repeating digits such as 24681012 or 32323232.

Using the new passwords, you can log into the extensions to update their security questions and answers. For security, avoid using common security question answers, such as QWERTY, or answers that are easy to guess. If you use public information, such as your high school mascot, an intentional misspelling can help protect the account.

If you need assistance with the password or security question updates, you can reach the fraud prevention department Monday Friday, 7 AM 4 PM (PT) at 877-510-5787. If you need assistance after hours you can reach customer support at 888-898-4591. In addition, if you have international calling on your account, it has been disabled as a precautionary measure to avoid possible international toll fraud.

Please reply to this email after you have updated the passwords and security questions and answers for all of your extensions. If you require international calling, please indicate that in your email.

Regards,

Fraud Investigation Department


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As you can see the email from Fraud is really useless in my case. I changed my passwords and pins almost daily but yet it still gets hacked. I call the Fraud Dept # and they really tell me nothing more than it has been upgraded as a priority. No help and no solutions. Very useless department.
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I have reset password, pin and security questions each time they responded and almost every day. I even had the fraud department on the line when I was changing passwords for each extension. So far, I had them cancel one extension. Last night I changed my password and pins for each extension (6exts) again about 1am and this morning I get a notice from RC that my password and pin have been changed on 3 of the extension around 4am. How could this be after I changed the password and pin early that evening. To make matters worst the International calling that RC disable on all extensions last Wednesday was turned on by the Hacker last night I guest so they can make International calls. But they had control to do this. Also, for two days in a row they ordered a credit package at $20 each with auto replenish and last week they ordered two 800 # all from my account
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