are eBay playing at? Hacked account.

[7954justin]

OK, I probably pissing in the wind here... but I need to vent.
So out of the blue got a trail of emails..  1. Welcome to eBay  2. How to list.   .3 Listing successful  4. account suspended for suspicious activity   5. Account permanently suspended.  All within a couple of hours (while I asleep).
So its on my new email (I posting here on my real eBay account, different email).. so I went to reset password, and to "check its me"... it wanted to send a text to a phone  (and of course, it not my phone number)... so I could not do that.
So I followed the guidance to "contact us" ... and said my account hacked... and wanted to contact an agent.. 
I went through process of sending email where I explained situation, and asked "how can someone hijack my email and link it to a phone without an email verification step?"
I immediately got a automated reply, just saying my account has been permanently blocked... but if I want to appeal or have questions to get in touch "we are here to help"!!!
So I assumed some mistake... went through same process... sent another email specifically asking to contact an agent...  but immediately got another email reply (exactly the same as the first one)
No person/agent has seen or responded, its clearly AI... and I can see no way to get to appeal this and get my email back in my control.
Anyone any idea how to actually get some customer service for such an issue? The service/support I have received so far is shocking.
Thanks in advance and best regards

[jckl1957]

Sorry, but just to be clear.

Had you opened a new Ebay account with a different email address or were all those emails unconnected to anything you had done?

[tressygirl]

Unfortunately,  some eBay messages are not clear at all ,  and do not explain the situation at hand.

Secondly,  and more unfortunately perhaps,  getting the ' wrong' CS agent,  may result in wrong information.

We are members here like yourself with no access to your account, so this is just a guess on my part.  Your account was opened years ago,  but has not been used for selling for a long time,  or ever?

If so,  then if you haven't registered for eBay's Managed Payments fully and correctly,  this would result in not being able to list items for sale, and perhaps receiving some of those messages.

See here:

You need to provide eBay with details of a bank account and have this account verified.  The usual method here, is for eBay to send 2 micro deposits into that nominated bank account for you to receive,  and confirm to eBay.

Once this is completed,  you will be able to list items for sale,  and receive payouts from those sales.

This will show you how to register for eBay's Managed Payments.

https://www.ebay.co.uk/help/help/selling/getting-paid/introducing-managed-payments-ebay?id=4795

If this is not the case,  contact eBay Customer Services as described below, they can also confirm if all those messages are from them,  and are relevant ! 🤔

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.

@7954justin 

[7954justin]

Hi, sorry if I was not clear.
All those emails came to my new email account... but I had (and never have) used that email for eBay. 
So I had done nothing... all the emails came out of the blue as far as I was concerned (as I said, it all happened while I was asleep and the account was opened/used/closed/banned all in about a 4 hour window).

[jckl1957]

I wonder if somebody opened an Ebay account and used a random email address.

As the account was opened and then closed so quickly, there were clearly issues with the Ebay account.  If you do speak to Ebay Customer Services, stress that the account was nothing to do with you.  When an account is permanently banned, linked accounts may also be banned.

[tressygirl]

Contact CS tomorrow morning,  at 8 a.m.  from the link I have provided above, and ask them to explain what is happening here.

Just to add,  several accounts can be held  , but a different email address is needed for each,  therefore clarification from CS is needed here

@7954justin 

[7954justin]

Yes.. but they should not be able to open an ebay account against my email address without email address verification. There clearly was none..  any verification would have to come via my email, which is not compromised, and did not receive any verifications requests.

[7954justin · Accepted solution]

Thanks @tressygirl 
Your link for a callback worked  I got hold of a helpful person, who listened and passed me on to the accounts team, who tried to help, but could not explain how my email could be hijcked without verification/approval from me..  they did try to say I may have clicked something to allow the hacker to move forward, but I am retired IT, I know all about such tricks.. so I was adamant to explain that all this happened while I was asleep, the whole account creation/post listing/suspend and ban in a few hours all while I asleep, so no way could I click on anything 
So they clearly had no answer, so I left it with them and said they need investigate as it a significant security issue. I said they can contact me for more details if they want me help with more details.. but 
I am not hopeful of any real change. While helpful, I was clearly not talking to anyone with authority.
But thank you for your help.. it was very helpful as it allowed me to actually talk to someone 🙂