• Report: #915722

Complaint Review: Cam4

  • Submitted: Sun, July 22, 2012
  • Updated: Mon, August 13, 2012

  • Reported By: Kay — Richmond Virginia United States of America
Cam4
Internet United States of America

Cam4 Hacked account no help from Cam4 Support Internet

*Consumer Comment: Similar Experience. Absolute refusal by customer service to help.

*Consumer Comment: Similar experience

*UPDATE Employee: Incorrectly advised

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My Cam4 account recently became inaccessible. I have been a performer on there for about 6 months, I was unable to access my account today, tried to recover my password through the email retrieval. I emailed Cam4 from the email my account is registered with, I keep receiving automated responses or emails from cam 4 that read "we can not help you".

I have made a lot of money through Cam 4 which means I have made THEM a lot of money.

"There is no account in our database registered to this email address. In order for information to be discussed about any account or action taken against an account an email must be received from the actual email address associated with
the account in our database. If that cannot be done, for whatever reason, no information is given.

Regards,
Cam4 Support Team"

"we can not help you

Cam4 Support Team"

So if your Cam4 account is ever hacked, you will lose your money, and they "can not help you" they refuse to give me a phone number to contact anyone directly and I have offered to give them proper identification.

This report was posted on Ripoff Report on 07/22/2012 12:23 PM and is a permanent record located here: http://www.ripoffreport.com/r/Cam4/internet/Cam4-Hacked-account-no-help-from-Cam4-Support-Internet-915722. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 3Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

Similar Experience. Absolute refusal by customer service to help.

AUTHOR: anonymous - ()

The above line about offline contact using Skype is the official party-line canned response I got when, as a viewer (not a performer) I one day found all my tokens had been emptied from the account.

Cam4 had IP address records that they sent indicating the single transaction removing all my tokens had occured on the other side of the planet.  They closed the case with no action and no further response after telling me that the user had a keylogger and that I had been hacked.

I am an IT security professional behind a home firewall who DOES NOT SKYPE and had no contact with anyone outside Cam4 that could have done this.  I completed an extensive investigation into my system and found no evidence of a keylogger.

In every subsequent attempt to contact Cam4 regarding the issue by opening a new case (every new case is immediately closed as soon as Cam4 sends you a response), I was met with run-arounds like requests to again explain the situation, in spite of the fact my emails included case numbers and copies of the email chain.

When I looked for other people with similar problems by Googling 'Cam4 hacked', I found hundreds of links to software and videos showing means of generating free Cam4 tokens.  This business suffers not only from a complete failure of customer service, but they are in my estimation incredibly insecure, and will never again receive funds from me, access to my CC, etc.  When you have a security failure of this magnitude, you DO NOT blame it on the customer.

It is sad that you treat the performers who make you money with this kind of disdain.  Likely none of them have the skills or knowledge to question what you're telling them.  I do, and after repeated requests to address the problem asking only that my balance be restored, AND WITH CAM4'S OWN LOGS showing that the transaction came from an address that was not me (and went to a CAM4 account that has never been suspended for fraud), I see no other option than to spread the word about my experience to hopefully warn others away.

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#2 Consumer Comment

Similar experience

AUTHOR: Andrew - (United States of America)

I too have had  exactly the same experience, written directly to KIM and yet to have a response. Stand to lose well over   $700 us.   Will update as to any response positive or otherwise.
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#3 UPDATE Employee

Incorrectly advised

AUTHOR: Kim - (United States of America)

We have recently had a number of our models that took their private shows into Skype. While this is not against our policy doing this gives someone direct access to your computer. These models accepted files that placed a key logger on their machine which then allowed the individual access into their account and information was changed. This was brought to our attention from some of our more experienced models who caught the file before accepting and sent us screen shots.

We recommend that private shows be completed within Cam4 as this prevents direct connection between your machine and the viewers and also prevents the transfer of files and posting of active links which may also be harmful.

As for what Support told you part of that is correct - we have a very firm policy in only discussing accounts with the account owner and that requires an email to us from the email address used to create the account. However, when you explained that you had been hacked you should have been sent to either Peter or myself as we can verify who you are.

I do apologize that they told you we cannot help you as this is not the case. Since they do not permit email addresses in this post please go to the website and use the contact form and choose "Management" and your email will come to me and I will help you.

Kim
Customer Support Manager
Cam4

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