Hello @JoeyLynneP, Welcome to the PayPal Community Forum! I completely understand your frustration with not receiving a refund when a dispute case was opened and then closed without your husband's permission. PayPal accounts cannot be verified by only using an email and name. Additional information is required, such as the last four digits of a payment method. This information is never shared with a merchant during the checkout process by PayPal, so they should never have been able to verify the account if they called Customer Support. Did your husband receive any emails that the password was reset on his PayPal account or that there were any suspicious logins? If the person managed to log into the account, please have him file an unauthorized dispute following these instructions. I also suggest he reset his password using these tips and enable 2-Step Verification. If a chargeback is opened at the bank, a case cannot be reopened on the same transaction with PayPal, as the bank has hierarchy. However, I understand you mentioned that they're not processing a refund. Please reach out to Customer Support again through one of these options and request that the account be reviewed for unauthorized access around the time of that case being opened and closed. I hope this information helps and a refund is received! - Meghan
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