Buying an item from a compromised account …Good luck eBay has poor customer service
I made a purchase from eBay for $899 The item was listed on eBay and pictures seemed ok
it was a scarce item that does not turn up often. I used buy it now and then did a search for the item on the net.
i should have done this first but as the item is not one I see available very often I thought if I did not use the Buy it now someone else would likely buy it first. To my surprise I found the same pictures of the item using my search but the item had been sold by another seller. Then I found the same pictures a second time. I contacted eBay This all took place within 10 minutes of my hitting the buy it now which, by the way, was an immediate purchase not one where one can pay later. I realized by looking at the sellers 100% feedback that she had never sold anything on eBay in her years of being a buyer and she had over 100 positives. I then looked at other items she had listed for sale which I bookmarked. I searched online and same scenario items had already been sold elsewhere using the same pictures as well as descriptions. My contacting eBay resulted in the advice to ask to cancel the sale and say ‘purchased by mistake’ as my reason. I already knew this account had been compromised by what was being sold as all the listings were copied from other sales and they made little sense. I reported the listings but 5 were sold all within minutes of being listed. My report resulted in all the items being removed that remained. The next morning I received a notice from eBay that the seller account had been compromised. When I went to the item I purchased it showed up as purchased but when I clicked on the item I was unable to open it The page stated
“We looked everywhere. Looks like this page is missing. If you still need help, visit our help pages.â€
That is a bit annoying coupled with the eBay messaging notice that started out with ‘We wanted to let you know that an item you ordered is no longer on eBay because of an issue with the seller's account.’
I contacted customer support who sent back in eBay messaging that in 3 days my account will be refunded.
eBay knowing the item does not exist is still not going to refund for 3 days. On the 4th day I receive a notice saying Your request for cancellation has been denied. I call eBay who now says you will not get a refund until we start an item not received case, you do not have to do anything we will open the case for you. If you do not receive your item by Dec 5th You can file a claim and we will then decide if you should be refunded. So it is basically a compromised account the items are clearly fraud yet eBay wants to extend the hold on the money why? I have no clue. Then after a considerable wait I “might†get a refund. I am still waiting for eBay to open a case as that has not happened and I cannot open a case as the item listing no longer exists. I understand eBay does not want fraud on the site but instead of dealing with it they place the buyer in the middle and make refunds close to impossible. I have been a buyer as well as a seller for 23 years now and eBay has a really poor way of dealing with issues. Once eBay knows a fraud took place you would think they honor the policy of buyer protection. They really do not care about putting the buyer through hours of phone calls and saying one thing yet doing another. In the meantime it is Christmas time and I really need the funds back but it looks like this might take a month or so to resolve. Fraud is fraud and we should be coved quickly, the process is ridiculous.
if eBay has to remove many items and they know a fraud was committed why do they stall in refunding the buyer after all if I had not reported this on the day of the fraud many more could have bought things that were listed on a hacked account. I should be rewarded not punished. I am still out $899, I now must deal with eBay not opening a case and not honoring buyer protection. This is not good customer service. Customer service sent a clear message that my account will be refunded in 3 days that is in writing It is four days since that message and now I get a totally different story. I am still out $899
mudshark61369
·2 years ago@Anonymous,
I too had difficulty reading through your whole post. However, I did pick up on a few points that explain why ebay's actions seem troublesome.
"My contacting eBay resulted in the advice to ask to cancel the sale and say ‘purchased by mistake’ as my reason... On the 4th day I receive a notice saying Your request for cancellation has been denied".
That info was given by a phone/chat rep who are not ebay employees but work for a 3rd party call/chat center and read from a play book. If you looked up a phone number online for ebay's customer service, it was not to an ebay call center. Their customer service number is not posted online.
By starting a cancellation request, you delayed the process for getting a refund, since at the time the seller had not yet been removed and had 3 days to reply to the request.
"When I went to the item I purchased it showed up as purchased but when I clicked on the item I was unable to open it The page stated
“We looked everywhere. Looks like this page is missing. If you still need help, visit our help pages.â€
That is a bit annoying coupled with the eBay messaging notice that started out with ‘We wanted to let you know that an item you ordered is no longer on eBay because of an issue with the seller's account.’
I contacted customer support who sent back in eBay messaging that in 3 days my account will be refunded... I call eBay who now says you will not get a refund until we start an item not received case, you do not have to do anything we will open the case for you. If you do not receive your item by Dec 5th You can file a claim and we will then decide if you should be refunded".
Because of your earlier cancellation request, that had to be resolved before ebay would consider issuing a refund because of the item being removed. Again if you called ebay directly you were not speaking with a real CS rep. You can only request call backs. FYI it took more than your one report for the seller's items to be pulled. From what you stated it appears you bought from a hijacked account, and it is possible either the original owner found out about it and reported it, or others reported the listing(s) as being fakes.
Refunds from ebay even if immediately authorized, can take 3-5 days to be processed back into your bank account depending on your banks processing time frame. A credit card refund, can take up to 30 days for a card provider, to post the credit on your card statement, However, you can call the number on the back of the card to see if a credit is being processed.
You may be able to hasten the process by contacting ebay through their Facebook or Twitter social media sites using the links below. The reps on those sites are ebay employees who have the power to issue refunds. Before contacting them you will need the ebay item number and the seller's username. which should still show in your purchase history. Keep your message concise sticking to the facts only. and sign the message with your real and ebay username. They should authorize the refund within a couple of days.
https://www.facebook.com/eBayForBusiness
https://twitter.com/askebay
house*of*paws
·2 years agoHi @Anonymous
I could only read through about 70% of your post ... [PLEASE use paragraphs next time!] ... but I understood enough to give you a reply:
** Phone your credit card company and request a chargeback. **
[Theoretically, buyers should be able to get a refund through eBay after an item and/or seller has been removed from the site ... but it appears to be infuriatingly difficult!]
worldcoinauctions
·2 years agoFirst, don't call customer service, they will say anything, you can't trust them.
Second, who knows, perhaps this is the person who bought them and is reselling them with the original pictures. If a package shows up with your items, sounds like a win!
3rd, if you get something but not what you ordered, file an Item not as described case and do it right away. If you don't get anything by the scheduled delivery date file an Item not received case. Follow the procedures as outlined in the terms of service and you will get your funds returned. If you get anything at all don't file a not received case, you will lose that. File a not as described case.
martin2001
·2 years agoThe buyer says he canot open INR because the item does not exist anymore.