On Friday, June 11th we were locked out of our HBO Max account after someone logged in and changed the email associated with the account. There were no email confirmations or security codes sent to us, a bad actor was able to take the account and change everything except the billing information. The only communication we recieved from HBO Max was an email alerting us of the changes and not asking if we had made them.
Before we were logged out of our service, we noticed that several iPhones were added and the name was changed on the account.
We called their support line Friday night as soon as we recieved an email documenting the changes. At this point, we were no longer able to login on any device. During calls to their customer service line on Friday and over the weekend, we were told that they can’t find our account and don’t have access to billing information in order to restore our access. We were also told several times that our information was being forwarded to another team, but we never recieved a call back.
I tried their chat support on Tuesday, June 15th to no avail. The chat support person kept asking for the hacker’s email on the account, which is impossible for us to give since we no longer had access. The chat support agent abruptly closed the chat before I could provide anymore information regarding the matter.
We were in communication via email with HBO Max support on Monday, June 14th as they’d requested screenshots of the email and proof that the service was being billed from our bank account. All of this information was provided promptly upon request but HBO Max support refuses to work with us to resolve the issue.
To summerize: Someone stole our HBO Max account due to HBO’s lack of security practices. They refuse to help us recover the service we are currently paying them for. They are still billing us, and it is impossible to cancel the service witout login credentials.
This is a fraud case and HBO Max has been unwilling to help resolve the situation.