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Requesting Escalation for Unresolved Account Security Issue
Summary: In this discussion, jamminsam raises a concern about an unresolved account security issue, requesting an escalation. mr_lincoln, lady_madonna, disneyshopper, and inceptions participate in the discussion, with multiple exchanges taking place. lady_madonna interacts with jamminsam multiple times, indicating ongoing communication to address the security problem.
My account was recently compromised and I have been trying to reach eBay through the official support channels. I keep receiving form emails from a no reply address instead of any response to the security concerns I raised. None of the messages address the compromised account or the financial information stored on it.
I requested a callback through the help center and received two voicemails, but my phone never rang. My phone is functioning normally and rang for other callers during the same period, so the issue appears to be with eBay’s auto dialing system. This prevents me from speaking with a representative.
The email form on my account has now been removed, the callback system is not connecting, and the no reply emails continue. At this point I have no monitored or reliable method to resolve a documented account compromise. This is a serious support failure for an issue involving account security.
I need a direct and monitored communication channel to address this immediately. If anyone from eBay can assist or escalate this to the appropriate team, please do so. I am trying to resolve a security matter and the current system is preventing me from doing so.
jamminsam
OP4 months agoThank you for your detailed response.
My phone settings are not set to block unknown numbers.
I did some research and the only other cause I could find, that could be causing the no ring result happens when a caller is using an auto-dialer. Those calls go directly voice mail. It could be a factory setting as I can't find any option to change it.
I even put Ebay's number that they called from, into my contacts but, no luck.
It's an account issue that, if dealt with, should not cause a cc or bank issue. It won't get dealt with with form letters and Ebay blocked every channel to communicate with them. Same problem I had when I initially opened the account prior to it getting hacked.
inceptions
Mentor4 months ago@jamminsam
When eBay tries to call you but your phone doesn't ring, it sounds like you have call blocking turned on for unknown callers. You can turn that off in your settings.
eBay is open all weekend. I spoke with them yesterday.
Or you can try the Instagram option if you use Instagram.
Just to add...
Are you seeing purchases in your eBay Purchase history that you didn't make? If so, then this is an eBay problem and you should change your password ASAP. If you are seeing charges on your credit card that you didn't make, then someone has your credit card information and is using it to buy items on eBay. In that case, it's not an eBay problem. You need to contact your credit card company to report it and receive a new card.
disneyshopper
Mentor4 months agohttps://www.instagram.com/ebay/
Send a private message with your name, ebay user ID, email address, and briefly explain your problem. Someone will contact you in a couple of days.
jamminsam
OP4 months agoThank you.
lady_madonna
Mentor4 months agoThis is the dedicated number for Hacked Accounts: 1-866-961-9253 ( customer service agents at this number can only help with account security issues)
jamminsam
OP4 months agoThank you!
jamminsam
OP4 months agoThanks again.
Someone set up a fraudulent account with my email, which triggered an 'account suspended" email. They said they are opening an investigation & told me how to secure my email and Ebay accounts. They didn't have access to my financial info and my account is not penalized.
It's all good now.
Good number to have on hand. I hope no one ever needs to use but, thank you for sharing it. Made all the difference!!
lady_madonna
Mentor4 months ago@jamminsam
You are welcome.😊
jamminsam
OP4 months agoThank-you!
mr_lincoln
Mentor4 months agoHI @jamminsam
First, I am truly sorry that you appear to be getting no support from eBay CS support. Wait until Tuesday to try again, this is a holiday weekend and you may wind up just getting more frustrated trying now. Below is part of what we share with members on contacting eBay via Social Media:
Or you can also contact customer service by sending a PRIVATE message on social media. Customer service verifies your identity before responding.
https://www.instagram.com/ebay/
6am to 6pm PST