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Hacked FB Ads account, PayPal no help

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Contributor

Hacked FB Ads account, PayPal no help

I received an email this morning that there were two Facebook ads charged to my PayPal account. In reviewing the charges, I discovered that someone got access to my account and put in 8 ads using my Facebook ads manager with limits of about $6,000 per ad. Two of these ads already charged my account today, 11/20/2019, at $25 a pop.

I called PayPal to un-authorize my PayPal account from Facebook and changed my passwords for both PayPal and my Facebook account. I also was able to log in and change the ads from being active to inactive but have not deleted them until Facebook has resolved this. 

 

I put in a dispute with PayPal for both charges but they denied it, even though I never authorized Facebook to make those charges, I did give FB authorization to link to my PayPal account. And their resolution is to go at Facebook for a refund. Yet Facebook has no direct way to contact them by either phone, online chat with a live human or email that goes to a direct department for unauthorized charges. The only thing you can do is send a message via their support page with no communication that someone has seen your message or that there will be someone getting back with you. 

 

I don't know if there is anything that can be done from a community chat unless someone can provide a direct line to a Facebook ads team. Maybe this is more to vent. But I find it wrong that a business can accept payments for services and not offer a way for customers to contact them if there are issues with their account. 

3 REPLIES 3
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New Community Member

Re: Hacked FB Ads account, PayPal no help

Hello Did you ever get this resolved? This has happened to me today but to the tune of £600. PayPal have denied my claim and it is impossible to find a direct contact for the advert team at Facebook.
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Contributor

Re: Hacked FB Ads account, PayPal no help

I did, but not from PayPal. I had to remove my payment method from FB and cancel the ads they created. I complained to FB via their account on messenger with no help. I ended up making a complaint on the Better Business Bureau's web site against them and surprisingly I had the money refunded within a few days. PayPal is useless for this type of fraud and will not help. Facebook is even more useless, but that is another rant.  

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New Community Member

Re: Hacked FB Ads account, PayPal no help

Hi  @CHROMATICQ50 and @Stoked247  I'm a  reporter with BuzzFeed News.  I'm interested in hearing more about what happened to you with these Facebook ads. Could you contact me directly at craig.silverman at buzzfeed dot com? You can also reach me via the contact form on my personal website: craigsilverman.ca. Thanks!