Hi @Tm5011,
I am sorry to read about what has happened and the experience you have had. When a case is opened for unauthorised access we will look to see if we can find any unusual access or activity amongst other things. There are times, if your account was accessed from your device using a certain software that we would not be able to find or see any unauthorised access. If your account was showing that it was accessed from your normal location or device then we may offer you the option to open a case for non receipt of an item. We would do this to try to help you get your funds back as we cannot just take the funds from a seller without a valid reason. I know it may seem strange but I would follow this process so we can give you a refund.
I hope this helps,
Paula
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