Hi all, on 27th December, 2023 I got a notification that a purchase has been made from my paypal account for a transaction in USA (Bose) for an amount of USD 421.04. This was immediately followed by another email that my email addresse has changed and I need to click on the link provided if I did not authorize the transaction. When I clicked on the link, it directed me to the login page which I tried to login using my email and Paypal prompted that email not found (ofcourse since the email was changed). I immediately then received another SMS that USD 468 has been debited from my account and I contacted my bank which could not support my claim as I had authorized the link of my bank account to Paypal.
Since I reside in the UAE, I tried calling support in the USA and the number was not available, I then called the team in UK which at first asked me to contact middle east by chat and then on my second attempt,
It was after a lot of call transfers that one lady finally came up with the idea to share any old transaction ID's I have done in the past and that is the only way they were able to retrieve my account details because after my account was compromised and the email address was changed. I informed Paypal of the new email address and they mentioned that my original account did not exist, the new email address had deleted the account and there was no history of any transactions.
I spoke to a representative who acknowledged that my account has been compromised, she successfully blocked the transactions and I was then transferred for verification and security and then to an advisor who advised me on how I can ensure my account is kept safe in the future.
I was assured that the transactions have been flagged and I should open a new account and start a chat to follow up on the claim. The conversation lasted almost an hour and then I proceeded to make a new account from an alternate email ID however I was unable to start a chat, next day I called back Paypal and I had to go through the entire scenario, I was then transferred to someone from the middle east unit who assured me that the amount will be refunded in 14 working days and they are used to these type of issues. Based on his experience, this incident was in my favor with no doubt.
I was advised by this gentleman to drop an email to paypal as a reference point since I did not have any reference numbers. I did so accordingly however did not get any response.
Today, 22nd Jan 2024 I followed up with Paypal team and they refused to acknowledge any such incidents, they even claimed my account was never compromised and a thorough investigation was done from their end. I need help and guidance on what to do.
Total calltime - approx 2 hours.
Total days waiting - 25 days and counting.
Requesting for your help and guidance
