Can't Access My Potentially Compromised Account

[chompythebeast]

Wow, where to begin? USA, Individual Account. I don't really imagine this is something the community can really help me with, I need Paypal support, but I don't have any other avenue of contacting them right now except this one, as I'll explain, so forgive me.

I woke up to two huge charges on my Paypal that I didn't make. I wanted to cancel them, but it doesn't look like I can. I called my bank, and they told me the charges used my bank account, not my credit card—so somebody must have (had?) access to my Paypal account somehow. So I came to paypal.com to try to secure my account and see what's up. But in the process of trying to look into this, I've run into some bizarre and very frustrating problems:

First, for some reason, Paypal's website turns to French on all my devices (and even in different browsers) the moment I go to the Login page. Only the main page is in English, every other page thereafter is for some reason in French. So that complicates my further issues. (I looked into that issue, by the way, and the top answers on Google from these forums didn't help me: It's not a local cache thing, it's a Paypal's end thing, evidently, as again it affected all my different devices, browsers, and even the app.)

Second, when I try to login, it insists on verifying with a text message. My phone broke recently, but I'm still able to access texts from the web app on my computer. I'm getting texts fine from both friends and automated bots, including short-number Verificator bots, but every time I ask Paypal to text me a code, I never receive one. So I can't login normally.

I was able to login without verifying my phone by using the app on another phone, but I wasn't able to actually change my password on the app, because the app won't let you do that. So instead I tried going the "Forgot" password route. This is where things get almost comical: I was able to verify my email address with a code, but it still wanted me to verify myself another way, either with phone, card, or security questions. The Security Questions should have been easy, except, for some reason, once again, the French came back, even in the app which had been running in English. My answers didn't seem to work, even though I'm sure I entered them correctly (after translating the French on Google). So that didn't work. The cell phone option still didn't work, the codes still weren't coming through. And the last option was to verify an ancient debit card that I haven't used in over a decade by filling out its full number... a thing which is impossible, as I no longer have the card.

Soooo I called the Support number. I was able to get the automated machine to send me an email link to reset my password. I did so. But after doing that, every time I try to login on any of my devices, it says (in French) that my identity cannot be verified. So now I can't login at all, on any device. It tells me to call the Support number again. I call the Support number again. I ask for account verification. I wait on hold for a bit, and then I'm told they're too busy to take my call, that I should go to the Help Center on the website, and then it just hangs up on me. I called back multiple times, even tried asking for different kinds of help (because I wasn't really sure), but was hung up on every time.

I CAN'T use the Help Center, because the Help Center wants me to login! I can't even send an email to Support without logging in! I had to login and create a username to post here, which I was able to do for some reason, I guess because the forums are separate from the main site. Half of everything is still in French, however. So here I am, laying a private problem pretty bare on a public forum, just trying to get through to Customer Support.

So to sum it up: I have fraudulent charges on my account, I can't access my account, almost everything is in French, I'm now locked out of my account, I'm not sure if my new password took or not, I'm told I have to call in, but when I call in I'm told they're too busy. MY ACCOUNT IS COMPROMISED, THERE ARE HUGE FRAUDULENT CHARGES ON IT, AND I CAN'T DO ANYTHING ABOUT IT. I hope that changing my password actually took and that that might stop anyone from accessing my account for now, but there's no way for me to know that it did, as I haven't been able to login since.

Please, can somebody on the support staff help me? I don't know if you can help me stop these fraudulent charges, but could you at least let me access my own account, in English? I very much need to either secure it, one way or the other, and I'm kinda trying not to panic about the possibility that someone out there may still have access to my bank account via Paypal even now. But so far I'm just getting a cosmically comical runaround.

Support, please help! Thank you