Unauthorized Purchase and Account Security Issue

[camfra_2351]

Hello eBay Community,

I'm reaching out for advice on an urgent issue. My account appears to have been compromised, and an unauthorized purchase was made without my consent. Here are the details:

• Order Number: 15-11928-65734
• Item: Ultimate Game Pass - 1 Month Xbox Live Gold Membership - Existing Users
• Order Date: August 12, 2024
• Issue: The purchase was made without my knowledge, and I'm unable to cancel it as it's already marked as shipped. I suspect my account details have been stolen.

I've tried contacting eBay support but haven't received a response yet. Has anyone else experienced something similar? Any advice on how to escalate this to eBay support or secure my account would be greatly appreciated.

[lady_madonna]

@camfra_2351 

• Is the item in your purchase history?
• Has your financial account been charged for the order?
• How did you find out about this "purchase"?

You can use the following link to request a call back from a CS rep or to chat online with an agent:

https://www.ebay.com/help/eua?id=5275&mkpid

Available 5:00 am to 09:30 pm Pacific Time.

[comics-scifi-collectibles]

@camfra_2351   Since this is a digital item the easiest way to handle this is to file a not received refund request 7 days after the date of the purchase.  You will win the case since there is no tracking to prove delivery.  

eBay can only help IF the item is in your purchase history here>  https://www.ebay.com/mye/myebay/purchase

If the item is NOT in your purchase history then your eBay account was not hacked your credit card or bank were compromised.   

#1 Run a full scan with your virus software to remove any spyware from your computer.

#2 Go to my eBay> account>personal information and make sure that all information is correct including your cell phone number, registered email and ship from and to addresses.

https://accountsettings.ebay.com/profile

#3 Change your passwords and secret questions. My eBay> account> sign in and security

https://accounts.ebay.com/acctsec/security-center

#4 Secure your email account.

Change the passwords and secret questions. Be sure to use different passwords and secret questions on eBay and your email. Do not use these passwords on any other account.
Hacked accounts often start with a hacked email account.

#5 Calling is the only way to report hacked accounts for security reasons.

This is the dedicated number for Hacked Accounts: 1-866-961-9253

( customer service agents at this number can only help with account security issues)

IF you are outside the US or Canada you will need to use Skype to call.
https://support.skype.com/en/faq/fa10613/how-do-i-make-a-call-on-skype

#6 For extra protection consider turning on two-step verification. 3rd option on this page>

https://accounts.ebay.com/acctsec/security-center

#7 Unlink all Social Sign in methods and change your passwords on those accounts too. The hacker will be able to use the social sign in links to sign in to your account again if you do not disconnect this option.

https://accounts.ebay.com/acctsec/security-center

[lady_madonna]

@comics-scifi-collectibles 

After a bit of sleuthing, discovered that the seller left feedback for the OP.

"Great communication. A pleasure to do business with. Hope you have a great day."

Is that something a hacker would do?

[comics-scifi-collectibles]

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@lady_madonna wrote:

@comics-scifi-collectibles 

After a bit of sleuthing, discovered that the seller left feedback for the OP.

"Great communication. A pleasure to do business with. Hope you have a great day."

Is that something a hacker would do?

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The seller is not the hacker.  The hacker is the bad actor that made a purchase on the buyers account.   

I don't think that the seller is EVER the hacker.