@lordtonster wrote:
Has anyone had this problem and were you able to rectify? I have an account temporarily locked due to a failed third party attempt to access. in following the contact protocol the only option i can select is call us and when i do the greeting acknowledges an issue with my 20 year old account and says it will connect me with a team member but then the pre recorded message kicks in advising me to go back to the online help options and hangs up. I cant chat or email. it only allows me to call and forces me back to the same call number. have tried twitter, no answer. Seems to be no way i can get this rectified even though i have never lost control of my account. i just cant do anything with it. Thanks for any help anyone can share.
Hi @lordtonster, the Help Page related to help with an account that may have been compromised has both the option to Call us and Have us call you located at the bottom of the page if you are able to log in, and the option to Call us if you are not able to log in. If you can't log in, when you click on the Call us option you will be routed to the login page but you just need to scroll down and select the continue option under where it says New to eBay or need help logging in. From there you will get a phone number to contact Customer Service, and be routed through our automated system.
Here is where I think you might be running into trouble, as the answers you give the automated system will determine where you are routed and many departments are not offering inbound phone service at this time. This is where I can help, however; I went through the process of calling in to see what questions were asked and was able to reach an agent who was able to address account security issues without a problem. I answered the questions asked in the way outlined below:
- Say or enter your 7 digit one-time pass code: "I don't have one"
- I need the first 4 characters of your username or email: "I don't have that" (if your account has been compromised, there is no way to know what changes may have been made to your username or email)
- In a few words, tell me how I can help you: "Account security"
I tried twice to make sure that these steps worked and the second time I was given recommendations to secure my account and asked if I needed anything else. I answered "No" and was asked what I needed, to which I said "Account security" and was then able to get to an agent. (I think I changed my wording a bit the second time around, so received a different response than the first time).
While I know that automated call routing systems can be a bit particular when it comes to word choice, these are just the answers I naturally thought to give when calling in on this topic and are by no means meant to be intentionally difficult. If you aren't able to contact Customer Service using these recommendations, please take note of the specific wording you used to answer each specific question and report back to me so I can ensure the routing system is working as intended.
mam98031 • Volunteer Community Member • Buyer/Seller since 1999
