Account hacked and unauthorised purchase, Ebay won't do anything

[professorlylak]

Hi everyone,

I just noticed today that £90 has been taken from my bank account for an Ebay item I didn't purchase.

I checked and someone has logged into my account and purchased a £100 PlayStation gift card.

The email notification went into the spam folder for some reason. I logged into my account and updated the password. I tried to contact support, I phoned someone from security and they said there isn't any signs of a compromise and they won't do anything.

The hacker purchased the gift card, then they messaged the seller for the code. Then they made a separate folder and moved the message inside that folder to hide it. They also set the purchase into the hidden category so I couldn't even see it initially. Then they contacted Ebay and requested my account be shut down and all data deleted. And Ebay are saying there is no sign of a compromise?? I asked if they have IP tracking on purchases to show that it didn't come from my location, but they said they can't reveal it.

What can I do in this situation? Someone has logged into my account, purchased something for £100, done a bunch of things to cover up all the evidence and delete my account Ebay just were like, "nah nothing suspicious here, we won't refund" 

[tressygirl]

You must contact eBay Customer Services again,  but do so only very first thing in the morning when the lines first open at 8 a.m. on weekdays,  as there's more chance of Dublin answering.  Explain your findings on your account, and they should close it down to investigate further.

This is the easiest and quickest way to contact eBay Customer Services, for a Call Back option.

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

Lines open 8 a.m. - 10 p.m. on weekdays

9 a.m. - 6 p.m. on weekends.

Automated agents will be available on chat outside of the above hours.

I recommend contacting CS first thing in the morning as there's more chance of Dublin answering.

@professorlylak 

[papso22]

Have you read the procedure for hacked accounts? 

I don't understand how you phoned someone from security, you can't phone ebay,  they phone you.  Where did you get the number from?

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[red_magpie]

As this gift card was apparently both bought and paid for from your accounts the perpetrator must also have have been able to authorise payment to your PayPal or credit/debit card password.

I'm not clear how this happens, as I thought that even these automatic "saved logins" for immediate payment are supposed only to work on the same connected device on which the authority was given.

In any case, as you haven't mentioned it, don't forget that you will need to notify your payment provider as well.

Incidently, although eBay's apparent unwillingness to investigate the perpetrator's actions is deplorable, whether they or your payment provider are liable to refund you is a different question altogether.

[professorlylak]

Hi there,

Yep I tried it again and I managed to get through to a UK person. They were super helpful, understanding, and they even told me that yes they have IP tracking on order and said they can see that the order was made from someone in a different city than I'm in. They took all my information, details, then said he was going to forward it all to the security team.

Unfortunately, when he did, I was put on the call with another Indian, and he just acted like it was a brand new conversation, said he didn't get anything come through from the previous guy, and said the same stuff as the woman from yesterday, no sign of fraudulent activity, said a family member may have used my account which they deffo do not have access to.

He told me to request a refund on the item from the seller, and I said he's already sent the code and its no refunds, he isn't going to refund, and the guy on the phone just told me it doesn't matter, they will flag it as fraudulent and try refund it and I don't need to do anything. Said call in 3 days if I hear nothing. So I have no idea if he was just lying or what is going to happen

[professorlylak]

Yeah my card was already saved on my account, so they were able to purchase immediately. I have no idea why this didn't get flagged, normally every time I buy something online it tells me to open my bank app and authorise for anything. Or why it didn't verify my IP.

Was going to contact my bank but it's an absolute nightmare with Santander. Last time I tried to report a transaction, I couldn't do it online. Said I had to download the app. Downloaded the app, said you can't do it on the app, gotta call. Called, waited 15 mins then go through to an Indian guy. I tell him everything, then 2 weeks later I get a letter in the post telling me to provide details and evidence. I send all my stuff in a letter  since I can't attach the docs online. Then a week later I get another letter, we need more evidence