So You've Been Hacked...Now What?

This article will no way, shape, or form address how to get rid of a hacker. In fact, if anyone finds an article that discusses how to do so - please send it my way. With that being said, my Snapchat account was recently hacked. The hacker changed my password, email, and phone number so that I really couldn't get back into it. The hacker then proceeded to ask all of my contacts for money pretending to be me. They even went as far as to set up a fake venmo account under my name. So, my apologies if you thought I was desperate for money, I promise I am not, however, if you would like to venmo me now due to the emotional trauma I have now been through, I wouldn't be opposed...

One of my main causes of stress throughout this ordeal is that Snapchat has a feature called 'memories' where you can save photos, stories, etc of things you have posted to have for the future. My memories from high school, college, and my travels abroad are all on this account. So not being able to access any of these ever again possibly greatly upsets me. Also, the fact that private photos and images of myself and others are now visible to this hacker.

I understand that this is a risk you take when having a social media platform of any kind. I also understand that anything posted on any of these online forums remains public and permanent. However, I remain completely confused as to why I have not been able to contact any person at Snapchat regarding this issue.

Since the hacking, I have tried to reach out to Snapchat. Since do they don’t have a phone number to contact, I had to fill out an online form. I received an automated response but days later, I have yet to hear back. When I tried to contact them through other Snapchat accounts as well as their Twitter account, I was referred back to the online form. Throughout all of these steps, I was given advice by others who had been through this, and even then, they prefaced their guidance with how unhelpful, long, and awful the process was for them.

As a social media platform, Snapchat claims they value 'privacy' and wants to ensure its users, like myself and many others, that they should have trust in their "app". However, my privacy has been invaded in numerous ways, and I am now completely unable to even address it to them because, again, they don't even have a phone number. I am disgusted by this company and the false assurances they provide.

Hacking happens. I get that. I am faulting this company for the lack of communication, cooperation, and help in general that they provide their users. It especially upsets me that no one is assisting from the company when someone has taken my privacy information and is now impersonating me while harassing and stealing from my contacts.

Frankly, any company that offers only a help desk from 9am to 5pm on weekdays but has an app that operates on a 24/7 cycle needs to re-examine its consumer policies. How can you not be available to assist customers around the clock when your service is being used around the clock in every time zone? You cannot if you wish to be considered a good company.

I am posting this as a warning to others, I was informed that this specific hacking situation has been happening more and more in the past few months. So please, be aware of the security issues when you sign onto an app. I am also posting this blog to warn others of the blatant lack of care that Snapchat has toward its users in regards to their privacy and customer service. I grew up in a world surrounded by technology and media, you would think that some of them would start to understand how to help those who need it by now.