Fraud! Unauthorized transcation from hacker, then deleted my account

[Naiyuan]

Hello everyone,

my account was hacked at 3 AM on September 11. The hacker sent €27 to his own account in Singapore and then deleted/closed my account.

Since September 11, I have been calling customer service like everyday !!! making multiple requests and protests to restore my account, this transcation  is not mine.

I need to log in to initiate a dispute regarding this unauthorized transaction, but I can't because my account has been deleted.

I am currently in mainland China, and my account has been active since 2016; I've used it for many years. I don't understand why it was hacked( i have my 2fa is on).

However, the customer service in mainland China completely disregards my appeals. They opened three cases, claiming there was no issue with the transaction and that I wasn't hacked. I was shocked. In the first two cases, they acknowledged that I was hacked but rejected them. In the third case, a different representative suggested that I could say that I didn't receive an item I purchased. This case was also rejected.

Today, when I called again, they shockingly told me that I could sue them in court if I wanted to. This is outrageous. I hope everyone can see how lawless the customer service is . Right now, I cannot log into my PayPal account or initiate a dispute about this transaction because it has been deleted. I am unable to recover it myself. Please help me out. I never expected PayPal's customer service to be this poor.

[kernowlass]

@Naiyuan 

Sorry but if customer services can't help you then there is nothing anyone on here can do for you.

[Naiyuan]

First of all,

Thank you very much for your reply.

After numerous phone calls, emails, and discussions with my bank regarding this matter, I have indeed found that the most effective way to resolve this issue is to inform the bank that the payment was not made by me. They have agreed to cover the amount themselves, so I won't need to repay it. They will pursue PayPal on my behalf to recover the funds.

However, what frustrates me greatly is that when your linked account is hacked and your account is deleted, you feel utterly powerless. PayPal's customer service won't even assist in recovering your account. Without account recovery, you cannot initiate a dispute for this transaction. This means that if I hadn't seen that email on the night of September 11th, I would have permanently lost that money two months later. PayPal seems to only care about collecting transaction fees and completely ignores obvious hacking incidents.

How can anyone feel secure using PayPal under these circumstances? Should I continue using PayPal for my Shopify store? I am now extremely worried as there are so many issues arising. Since 2016, I have never encountered any problems, but facing such a blatant issue has left me deeply disheartened.

[Naiyuan]

Thank you for your reply. When I discovered that my account had been hacked, I immediately called customer support in China that morning. The hacker had already deleted my account. The customer service representative in China told me that they could do nothing because the account had been canceled and they could not help me recover it. They refused to assist me with anything, stating that they needed to escalate the matter to their superiors to review whether this transaction was made by me personally. I explained that I had been hacked, so it was obviously the hacker who made the transactions, not me. He said they needed to conduct a review. After submitting three times and being rejected each time, they unanimously concluded that I personally transferred the money to someone else. Isn't that absurd? Of course, it wasn't me. So now I can only report to my credit card company that PayPal has stolen this amount from my credit card, which I did not spend, and the credit card company has covered it for me. The credit card company is currently pursuing PayPal for this stolen amount through the international credit card payment system. Since you are ignoring me, I can only let my credit card company seek you out.

[kernowlass]

@Naiyuan 

🤷

[aoeu256]

Oh man, from Oct 11 to Oct 14, someone got control of my info and made a lot of unauthorized purchases, I disputed the charges but paypal decided that I would need to appeal to them, I am trying to call them and call the companies but I feel my energy being sucked out as I am hit with beuracracy, waiting times, on the ultahost website I can't raise a ticket since I told him the account was fraudalent and to close it and refund the money they closed it but gave me no refund so I can't login to dispute the charge.  What is the most efficient way to talk to paypal you think?  I filed a motion with IC3 and FTC, but I think they will take a while to get to me.  Lost over 1500$.