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Help with hacked account
So on 12/31/25 at 1:14 am someone gained access to my ebay account and made 2 large purchases on overpriced items. (crochet keychains) $5349.89 & 2674.95 They used my linked paypal account which was linked to my bank. I got up in middle of night and saw the notifications. Immediately started trying to get ahold of ebay & paypal to stop it. Very difficult to even get ahold of a real person to resolve it. Started a dispute with paypal. Had to call ebay & prove it was me just to change my password. Got that changed and a few hours later someone had changed my password again. Went through process again and setup 2 step authorization to secure account.
Was able to work with my bank to close account and stop paypal from getting money. Ebay had told me to work it out with paypal. Well paypal closed case on 5349.89 in sellers favor but not on 2674.95. So now paypal is negative 5349.89 and still can't start case with ebay. The tracking number that was provided showed it arrived by ups but didn't so I have a claim with them for awhile now and still shows under investigation. I really don't know what else to do but its exhausting, especially when I can't even talk to a real person to sort this out. Ebay had told me when I called to secure account that there was a different email address on file so its pretty obvious to me that it was hacked. They removed items & selller but still allow payment to process.
Long winded post but looking for suggestions on how to proceed.
eastlaneave
Mentor8 months ago@wttrjenkins
Have you done this step on your eBay account:
1) Log out from any session you do not recognize (this is very, very important)
https://signinalert.ebay.com/sgninalrt/sessions
2) check bank information
https://ppcapp.ebay.com/myppc/wallet/list
3) Name address etc
https://accountsettings.ebay.com/profile
4) Addresses
https://accountsettings.ebay.com/uas/addresses
-- Here is a help page where you can learn more: https://www.ebay.com/help/account/protecting-account/get-help-hacked-account?id=4196
and
https://www.ebay.com/help/account/contact-ebay/contact-ebay?id=4379
~~~~~~~~~~~~~~~~~~~
Since you turned to PayPal (I would have, too) i am not sure if eBay can help in this case. Generally you can't open a case with eBay once you start a case with a payment method.
Has PayPal ruled in your favor on the smaller $2600 amount?
Is the fake tracking associated with the $5000 amount?
For the fake tracking, and your appeal to PayPal on that transaction, do these steps first before contacting them again.
1) First, call UPS to see if the tracking number label contained your name and your address.
b) If your name and address weren't on that label, ask UPS if they will put this in writing (they can't tell you whose name was on the label, they can tell you if your name and address were there. They may not put it in writing, but ask). Also, ask for the weight of the package using that tracking number.
FOR UPS:
You can usually find the weight and other details for UPS here:
https://www.ups.com/track?loc=en_US&requester=ST/
then click " Proof of Delivery"
The proof of delivery may have more details about the delivery site, and the weight. Screenshot that.
2) File a police report with your local police department. They likely won't investigate, but you can submit a report. Get a copy of that.
3) File an Internet Crime IC3.gov case https://www.ic3.gov/Home/ComplaintChoice
It's not too complex
4) Finally, contact PayPal and inform them that the seller uploaded a "false tracking number" on the fraudulent purchase Provide them with the above documents. Request a refund.
5) If you are unable to resolve with PayPal, try your bank.
6) Lastly you can provide all this information to eBay through the Fraud line 866 961 9253
it is a dedicated line for customers who may have experienced fraud on their account
AND
through Customer Service that is on social media this way:
- https://www.facebook.com/ebay
- https://www.instagram.com/ebayforsellers/
Just sent a private message to the page. Explain you have a fake or false tracking number situation.
lady_madonna
Mentor8 months agoWhen you turned to Paypal and/or your bank for resolution, Ebay can no longer be involved in the financial dispute.
https://www.ebay.com/help/account/protecting-account/get-help-hacked-account?id=4196
1-866-961-9253 is a dedicated line for customers who may have experienced fraud on their account.