password and two step authenitication locked out cant get support

GetHuman2082368's customer service issue with Stripe from January 2019

Help with my Stripe issue
The issue in GetHuman2082368's own words
Access my account after the password was changed and two step authenitication was added. ... Our password was changed and it seems two step authentication was also added to our account, yet no users made these changes. I've tried changing the password, but it's asking for two step authentication. I tried to download the account recovery form, but it requires the password (doesn't that make a lot of sense? - why would I need to recover my account if I had the password??) I received a call yesterday from someone who does not know our church and he has a $*** charge on his card that is fraudulent. I believe our account may have been compromised.
When your password doesn't work, you can't log in to get customer support
quick response to protect my financial account information
This is a company that holds sensitive financial information. Not being able to access an account and an indication that log in information may have been compromised SHOULD prompt immediate action...whether you've been a good customer or a new customer, quick response is necessary both in and out of a logged in account.
I went to Stripe's facebook page, liked the page, then sent a FB messenger contact to them. I did get a response within ** minutes that they were looking into it. I received an email response about ** minutes after that saying they were looking into it, but no additional response and it's been an hour.*Reponse late that night. Fraud was confirmed. Hackers gained access to Stripe account and my email to confirm the changed password.
How GetHuman2082368 fixed the problem
email and facebook messenger to *****@***.com. If you believe your account has been compromised or fraud is occurring, make sure you say so in the subject line.*FB messenger was most effective. Once they responded, it was determined that hackers gained access to both our Stripe account and my email account to confirm the password change. Once in, they changed passwords, two step authentication and bank account info.
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Stripe

Stripe
Customer service issue
Reported by GetHuman2082368
Jan 31st, 2019 - 2 years ago
Fixed
GetHuman2082368 shared how to fix
Seen by 9 customers so far
Similar issue to 903 others
0 customers following this
Items needed
Account holder name
Account number
Billing address
Last 4 digits of Social Security number

Timeline

GetHuman2082368 started working on this issue
Jan 31st, 2019 2:21pm
GetHuman2082368 confirmed the issue is fixed. Hooray!
Feb 2nd, 2019 2:21pm

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