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I was charged a large amount of money from SL that is unauthorized, who do I contact?


Athena Alchemi
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We are not Linden employees, we are residents as you, this is a resident/resident forum.

From the KB ( http://community.secondlife.com/t5/English-Knowledge-Base/How-to-contact-customer-support/ta-p/739385#Section_.2 ):

Billing support

Important: For billing issues only, phone support is available.  See Billing Support; you can also get to this page by clicking Billing Issues on the support portal.

All users regardless of membership level are entitled to direct billing support.

- - - - -

Have billing issues? Give us a call.

Note that phone support is for billing issues only. If you're having technical issues, please use technical support.

Billing support phone numbers

Toll-Free (US/Canada)

800.294.1067

Long-Distance

703.286.6277

Our Billing team is available 24 hours a day, seven days a week.


Local Toll-Free numbers
  • France: 0805.101.490
  • Germany: 0800.664.5510
  • Japan: 0066.33.132.830
  • Brazil: 0800.762.1132
  • Spain: 800.300.560
  • UK: 0800.048.4646
  • Support is in English Only
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Your account may have been compromised if:

  • You can't access your account.
  • You suddenly notice a reduced available balance on the payment source you have on file.

If this happens, contact us immediately!

Here's what to do:

  1. Go to the Second LIfe Help page and log in if you can. If you can't access your account, use the Forgot your login information? link on the right to recover your username and reset your password. Then log in.
  2. On the Second LIfe Help page page, click the Contact Support link on the right.
  3. On the next page, click Submit a a Support Case form.
  4. Under What type of problem are you having?, select Account Issue. A second dropdown appears.
  5. Under Account Issue, select I believe my account has been compromised.
  6. Fill in the rest of the fields as directed.
  7. Click Submit.
  8. Check your email for your case number.
  9. Call our fraud number: 800-860-6990.

Once you do this, Linden Lab will place your account on hold and investigate the relevant transactions. This may take a few days. Once we have concluded the investigation, we'll send you an email explaining our conclusion and the action we will take. Note that all transactions involving Linden dollars are subject to Linden Lab's Terms of Service.

32px-KBtip.png

Tip: Even if you are able to log into your account, we recommend that you change your password immediately to something secure and unique.  Changing your password regularly is one good way to protect the safety of your account.  For information on how to change your password, see the How to change your password section of this article.

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The others are right on.

But...your "checking account that you authorized?"  Linden Lab does not accept checking accounts as a payment method.

You can have a verified PayPal account, and that account may be backed up by a bank account.  If that is what you are describing, ok.

But if you actually thought you gave LL your checking account number directly, you most probably were NOT dealing with Linden Lab, but a phishing web site.  Notify your bank AT ONCE, in addition to notifying LL of a possible account compromise.  Change all your computer passwords.  Be on the lookout for any signs of other unauthorized transactions on your credit cards or bank accounts, and for signs of identity theft.

 

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