Can't get money back from bank after fraud as ebay won't provide proof

[adamh125]

Last month someone managed to hack into my account and purchase 13 download codes which were instantly redeemed via ebay messages. I noticed my phone going crazy showing that I was buying and having delivered all these items 'delivered' and the only way I could think to stop it was to freeze my Halifax account using the app. I did this and contacted ebay (by phone) who said they had put a mark on my account to show the transactions were unauthorised and I then reset my passwords, cancelled my bank card and when I contacted my bank they initially refunded the money whilst they investigated. I thought that would be the end of it but Halifax have now taken the money back as they have no evidence that I didn't buy the items and the address etc all match? I can phone ebay and they say they aknowledge my account was hacked but refuse to send anything by email so that I can give evidence to the Halifax. Halifax won't do anything unless I get proof from ebay. I'm going round in circles and don't know what to do? Can anyone advise how I can get some sort of written evidence from ebay that the transactions were fraudulent?

[plpmr]

You have at least two problems.

The seller is a business seller illegally trading as a private seller.

Gift cards [or any card that's like money] won't be covered by eBay or payment providers like PayPal.

Have a word with citizens advice.

[*vyolla*]

You'll need to take some legal advice here and see if there's a way of obtaining a letter from eBay confirming that your account was indeed hacked.

[red_magpie]

I'm afraid that eBay's "acknowledgement" that your account was hacked may not necessarily mean much. This may just be customer support trying to avoid arguments. Their securitry systems shold be able to establish that the whoever logged-in to your account to buy these download codes didnt use your usual IP address. But whether they would comminicate this to customer support I don't know, and in any case this doesn't prove that it wasn't you. They codes were evidently bought on your account, and buyers often use different IP addresses when using mobile devices.

A further problem is that many "hacked" accounts are actually the result of the account holder being tricked by a "phishing" scam into revealing their password. The difference is important, as account holders are responsible for the security of their accounts.

It's hard to know what to advise, but my bet is that eBay is more likely to share information about security matters with Halifax's security department than with you. In your position I would suggest to the Halifax tht they contact eBay direct. Good luck, I hope smething can be worked out.

[adamh125]

Hi, thank you for your response.

I also think there is something not right with the seller of the downloads codes as when looking at previous feedback, other people have mentioned that these cards have been bought using their hacked accounts. Also the price of these items.... a £100 playstation gift card being sold for £149.99, why would you buy that when you could buy it direct for £100?

[adamh125]

Hi, I appreciate your response,

I have sent yet another email to Halifax asking for them to contact ebay again to confirm that my account was hacked. After the initial response from my bank (where they refunded the money) I felt reassured and honestly thought that that it would be the end of the matter. It's now a sickening feeling that someone has purchased over £1800 worth of online voucher codes on my account and now I could be left in a situation where neither my bank or ebay will help. I'm particularly angry with ebay as it appears to be them that aren't being helpful with communication with the Halifax. When I speak to them over the phone I get the guff of being a customer of over 22 years, but when I really need some help, they are not so helpful. I have asked for the information with regards to IP addresses (as all my purchases would normally be through my laptop at home, or my mobile when at work on WiFi, so 2 IP addresses) but have had no response.