My PayPal account got hacked

[Rabbaj]

Someone hacked my computer and was able to gain access to PayPal and he made 16 purchases on eBay with different eBay accounts and after 1 hour and 30 minutes I got an email that I added 10 gift addresses and when I checked my PayPal account I figured out that this person made 16 purchases with a total of $27000 and he did overdraft my account cause I only had few dollars in it, I contacted PayPal right away after I got this email and I reported all these transactions and I asked them to cancel all of them, and next day I figured out that they let the transaction go through even I asked to cancel them and they told me that they believe that the transactions were made from one of my trusted devices so they were not unauthorized. Someone please help me with this issue

[kernowlass]

@Rabbaj 

Paypal can't stop processing transactions. Also they don't cover you for all unauthorised transactions. If the cause of the hack was down to something they were not responsible for ie the security of your computer or phone then you would unfortunately not be covered.

[Rabbaj]

Yes I know that sir, but normally if you call Paypal to cancel these transactions and you tell them they were unauthorized even if they can’t cancel them they should contact the merchant and cooperate with them and they will be able to cancel the orders, this is how banks and companies deal with their customers issues, cause now PayPal is the loser not me, I didn’t lose any money since my bank account had no balance, now they need to deal with that cause they had chosen the hard rout instead of the easy one in the beginning

[PayPal_Meghan]

Hello @Rabbaj and @kernowlass, 

Welcome back to the PayPal Community! 

I'm sorry to hear about the unauthorized transactions that have taken place, @Rabbaj. As soon as you can, please run a virus and malware scan on your computer. PayPal is only able to approve an unauthorized dispute when it is clear someone else logged into your PayPal account. If someone accessed your device using a virus or malware, then the logins would look like you made them. If you can run a virus and malware scan, it would resecure your device. Afterward, please save a report of the scan and provide it to PayPal's Customer Support. They may be able to reopen your unauthorized dispute with that information. You can find the different options for contacting Customer Support here. 

I hope this helps you receive a refund!

- Meghan

[jvnn_17]

hi meghan,

i had the same problem do you have any solution for me about this case?

[jvnn_17]

i got the same problem it happen on 24 december 2023, one day before yours got hacked, i already got email and messsage about unsual activity at my paypal account, and in the same day i already report it, but paypal said there's no unaauthorized transaction at muy account, i was confuse right now:(, do you have any update from your case?

[Imantmm]

The same thing is happening to me right now. There was a fraudulent charge made to eBay. When I contacted PayPal through live chat because phone hours were closed, I told them it was fraudulent and that the hackers added a verification app so I couldn’t log back in, they sent me a link to change my password which was not helpful because they have the authenticator app so they just change the password after me. Which they did, and in turn logged me out for good mid conversation with the PayPal chat. I’m so frustrated and scared they are going to make more purchases. I wish PayPal temporarily suspended my account or at the very least took the authenticator app off like I had asked.

[jvnn_17]

its been almost 2 months for my case and i cant do anything, the best that u can do is contact ur bank and try unlink your card

[jvnn_17]

i already contact my bank and do some dispute and even with paypal too, but rn "Paypal" just close my case because they said there's no unauthorized transaction, and they believe the seller from ebay because the seller sent some fedex shipment code/ tracking code, my suggestion try to collect all your evidence and do dispute to paypal, and dont forget to talk to your bank, im sorry abt my english im an ESL:)