Fraudulent charges

[Lewisr72]

I have a fraudulent charge for Arlo can someone please call me to get this corrected. I have notice that there are a lot of cases reported on this. This is a security company. They should be able to stop this from occurring. 

[StephenB]

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@Lewisr72 wrote:

I have a fraudulent charge for Arlo can someone please call me to get this corrected. 

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Arlo didn't steal your card info, someone else did.  So contact your financial institution, and change passwords on any other accounts that have this info saved.

One of the mods here - @BrookeN , @JamesC , @ShayneS - will create an Arlo support request on your behalf.  But don't wait for that.

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@Lewisr72 wrote:

I have notice that there are a lot of cases reported on this. 

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True.  I am thinking that is because it is impossible for non-customers to reach support, so people end up posting here.  There are millions of Arlo subscribers (and purchases), so it isn't a really high percentage.  

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@Lewisr72 wrote:

This is a security company. They should be able to stop this from occurring. 

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How exactly?

[StephenB]

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@Lewisr72 wrote:

I have a fraudulent charge for Arlo can someone please call me to get this corrected. 

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Arlo didn't steal your card info, someone else did.  So contact your financial institution, and change passwords on any other accounts that have this info saved.

One of the mods here - @BrookeN , @JamesC , @ShayneS - will create an Arlo support request on your behalf.  But don't wait for that.

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@Lewisr72 wrote:

I have notice that there are a lot of cases reported on this. 

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True.  I am thinking that is because it is impossible for non-customers to reach support, so people end up posting here.  There are millions of Arlo subscribers (and purchases), so it isn't a really high percentage.  

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@Lewisr72 wrote:

This is a security company. They should be able to stop this from occurring. 

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How exactly?

[Lewisr72]

By making sure the system verifies the card being used matches the customer and address where services are being used

[Lewisr72]

Why is it so hard to reach customer support at this company if it’s such a large company?

[StephenB]

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@Lewisr72 wrote:

By making sure the system verifies the card being used matches the customer and address where services are being used

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Scammers can create an account (or make a purchase) using your name, and the billing address often doesn't match the address where the equipment is being used or shipped.  Payments using a company credit are one scenaio, and of course purchases can also be gifts.

So these particular measures wouldn't really solve the problem, and they would also interfere with legit payments.

[Lewisr72]

I am requesting a full refund from your company for this transaction that I didn’t authorize. Please forward any information about this transaction so I can give it to the police. 

[StephenB]

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@Lewisr72 wrote:

I am requesting a full refund from your company for this transaction that I didn’t authorize.

This is a user-to-user forum, and I do not work for Arlo or represent them in any way.  I tagged the mods - @BrookeN, @JamesC , @ShayneS - and they will respond by creating a support ticket on your behalf.  But this is a holiday week in the US, so it might take longer than usual.

Have you contacted your financial institution yet?

[BrookeN]

I have reached out to support regarding the charges you received, support will be reaching out to you as soon as possible. However, I do suggest reaching out to your financial institution, as these charges are generally from a compromised card.

[Lewisr72]

I have contacted my bank 

[Lewisr72]

I have tried to log into the app and it’s asking me to to set 2 step up which I did. Then had to log out and relog in selected trust and now it won’t do anything. Please help or have someone call me 

[BrookeN]

Is that what support was asking you to do?

[Lewisr72]

Support sent me an email with a reference number asking for more information. I try to login to see what exactly they are requesting and the system is not letting me in. Keeps saying something went wrong after thinking for a few minutes. 

[Lewisr72]

Please explain why the system won’t let me login. It keeps saying timed out. 

[StephenB]

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@Lewisr72 wrote:

Please explain why the system won’t let me login. It keeps saying timed out. 

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Is it failing on the 2-factor authentication step?  Or somewhere else?

[Lewisr72]

I’m not sure. I set up the two factor authentication. I go to login it sends me a code. I input the code then the circle just spins. After a minute it says system error timed out. 

[Lewisr72]

This is becoming frustrating. I need this fraudulent issue resolved and it seems like an impossible task. Is there any the mods can have someone to just call me?

[BrookeN]

@Lewisr72 I sent you a private message requesting contact information. Please be on the look out for that. 

[Lewisr72]

Did you get my info BrookeN?

[BrookeN]

I just seen it, I will reach out to support with this information.