Customer service is stonewalling me

[bparker007]

I recently had my first bad experience in over 20 years as an eBay user.  But first, a little background. I had laser eye surgery back around 2010. After having this surgery, you need to use eye drops daily. Not just any eye drops the expensive kind. Fortunately, eBay has been an excellent source of my preferred eye drops at a great price.  Since 2019, I have bought these eye drops on 8 separate occasions, always in multi-bottle lots.
If my purchase history was available to further back, you would see I have been buying them since 2010.
End of background story.
On June 4th, 21 days ago, I went to buy more eye drops as I was getting low. After a couple of minutes of searching and I found a deal that worked for me and placed my order. At the time of payment, an option was offered. I could debit the payment directly from my already link bank account. They even offered a slight discount. So I went for it. I also used some expiring eBay bucks.
A week went by and the eye drops hadn't arrived. I checked the order and saw they had been sent to an address in Miami, Florida. I live in Spokane, Washington. I notified the seller of this error and was told that was the address I provided. Well, that wasn't right. So, I checked my account info and sure enough, my ship to address was shown as Miami. I contacted the seller to tell them this wasn't true and asked if they could correct the problem. They said no, they had done everything correctly with the info given. And they were right. The only recourse was to open a dispute resolution claim.
I opened the claim and it was denied. So, I appealed. I had a conversation with a very helpful woman who discovered there had been some unusual activity with my account and said it had definitely been hacked.
But, she couldn't make the final call and tuned me over to the next person up the ladder. This person is named Mary Joy and had a very thick accent that I could not understand. She initially asked me about a shirt I had just bought. No, I explained it was about eye drops. She then asked the same questions the previous representative had asked. Maybe two minutes of talk, compared to at least 20 minutes with the first rep.
So, she told me there would be a decision soon and the call concluded. The length of the call with both women was 22 minutes, ending at 8:07 pm.  At 8:16 pm I received this email:

Case Update SR# 1-340833776281

Hello Brian,

This is Mary Joy contacting you about the item for Systane Ultra-lubricant Eye Drops (274163549004) that you have not received as it was delivered to Miami FL. I'll be glad to assist you on this.

Upon checking, you have purchased this on June 4, 2021 and the shipping address on this moment is in Miami FL 33166. You have changed your shipping address to Spokane, WA 99208 on June 14, 2021 which is after your purchase. Please note that whatever the shipping address is upon purchase will be the one that the seller will follow.

At this point, I suggest for you to contact someone you know from the place it was delivered to, for them to ship the item to you.

Please do remember that eBay got your back. We are going to continue to serve the best possible way we can for the best buying experience and improving our buyer's confidence in shopping here on our platform.
 

Stay safe with your loved ones. Before you end reading this email, please smile for your loved ones for the rest of the day! High five!


Kind Regards,

Mary P.
eBay Customer Support
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At this point, I feel like I'm being called a liar. Not to mention eBay completely dismissing all of the history and evidence in front of them.
I'm really disappointed by the way this has been handled. My 20+ years as an eBay user has been nothing but excellent up to this point.
So tell me, am I wrong? Do I have a legitimate complaint?

Brian Parker
Spokane, WA

[wesk_36]

"So, I checked my account info and sure enough, my ship to address was shown as Miami."

Why is your shipping address in your account in Miami and not Spokane?

[rebell45]

Yes, you have a legitimate complaint but remember, you're dealing with eBay. Don't expect any help there, go to your bank and see if they can help, although I doubt it.

Hope you've changed ALL your passwords and scanned your devices for Trojans and viruses.

[popblox]

eBay CS is notoriously unreliable. Try sending a message to eBay for Business on Facebook here and let them know your item was delivered to an address different than the one you provided.

[wesk_36]

If the information that CS said is correct, how is it not a problem that you created?

"You have changed your shipping address to Spokane, WA 99208 on June 14, 2021 which is after your purchase."

Apparently, your previous address was Miami?

[donsdetour]

You are responsible for the address to ship to being correct at the time of the sale:

It was not.

The seller did what they were correct in doing they ship to addy on file;

You not getting your product is your fault, and not the sellers so eBay will find for the seller.

eBays action would be correct in this for finding for the seller.

Now if you are not the one who changed the addy:

you need to change password.

If this is an old address that was changed back due to some eBay glitch:

eBay becomes responsible; good luck with that and proving it.....

[kensgiftshop]

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@popblox wrote:

eBay CS is notoriously unreliable. Try sending a message to eBay for Business on Facebook here and let them know your item was delivered to an address different than the one you provided.

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But it wasn't.

The Miami address was the one selected when she placed the order.

[janet9988]

When you go to pay you see the shipping address. You should always look BEFORE paying. That is on you.

I am guessing if you never provided that Miami address then yuor account was hacked.

That does not necessarily say that it is ebay's fault.

Maybe it was hacked from your end.

[bparker007]

No, my address was changed after I accepted the invitation to pay directly from my bank account. Don't know how, sounds like I was hacked. I've never bought anything off of eBay that wasn't shipped to a Washington address. I didn't even notice the change for a week. The first CSR I spoke with said it looked like there had been unauthorized access in ay account. The second one didn't seem to know or care about that.

[bparker007]

I was hacked. It wasn't an old address. I've never bought anything off eBay that wasn't sent to a Washington address.

[bparker007]

Nope, never been to Miami. Only been to Florida once, in 1971. I was hacked.

[bparker007]

Unknown. First CSR said she saw unusual activity on my account and said I had been hacked.

[wesk_36]

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@bparker007 wrote:

No, my address was changed after I accepted the invitation to pay directly from my bank account. Don't know how, sounds like I was hacked. I've never bought anything off of eBay that wasn't shipped to a Washington address. I didn't even notice the change for a week. The first CSR I spoke with said it looked like there had been unauthorized access in ay account. The second one didn't seem to know or care about that.

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OK, sorry, I believe you, That's scary that your address was changed and compromised, very unsettling. I hope this gets resolved and that your account is now secure.

I had a debit card that was on file with ebay compromised; someone started charging things to it and I was successful after month or so to dispute the dozen charges with my bank, cancelled the card, filed federal complaints, set up credit monitoring, and froze my credit, and now I do not keep a payment card on ebay any longer, and with paypal I only use a credit card. 

It's a mystery as to who did it, but I have an idea...inside job...nonetheless, it's very disconcerting when your identity gets stolen.

I now only use a debit card for my local grocery store, whom I trust, and it limits exposure. Debit cards are a terrible thing to have on file anywhere, or to even use for shopping especially online , in my opinion. You are giving your checking account out to strangers, and unlike credit cards, disputing charges in not as easy as funds are removed directly from a checking account.

My ebay selling account of more than a decade is not in managed payments yet, not "invited",  and it won't be as I will not give ebay access to my checking account. I am prepared to end selling when that event takes place, no problem.

Anyway, good luck in going forward.